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Step 6: Multi-intent distressed call - AI Contact Centre Walkthrough

Play a layered distressing script that mentions five issues. Watch the bot pick the top four by confidence, acknowledge each by name, and offer a follow-up for the fifth.

Walkthrough progress

Step 6 of 8 • 6 minutes

Step 6 6 minutes

Multi-intent distressed call

Play one of the recorded scripts (or speak it live). The bot extracts five distinct intents, caps acknowledgement at the top four by confidence, offers a follow-up for the fifth, and lets Bedrock Guardrails block any hallucinated legal advice.

Sentiment climbs from green to red as the caller layers on issues. Five distinct intents are extracted in a single Bedrock call.
The decomposer caps at four intents per turn. The bot acknowledges each by name and offers a follow-up turn for the fifth.
Each segment is processed by Contact Lens and tagged with sentiment. PII is redacted before anything is written to DynamoDB.

Expected outcome

  • Sentiment chips climb from green to amber to red as distress rises
  • The decomposer extracts five intents and the bot caps acknowledgement at four
  • The bot acknowledges each of the four intents by name
  • The bot offers a follow-up question for the fifth issue
  • Bedrock Guardrails block any hallucinated legal advice
Content warning This step shows how the bot handles a distressed caller. The audio recordings are fictional scripts. They are not based on any real call. If you find this content distressing, skip to step 7.

Credits and ethical sign-off

The audio files below are fictional scripts reviewed for safeguarding sensitivity. See SCRIPT-ETHICAL-REVIEW.md (opens in new tab) for full author credits, the safeguarding lead who reviewed each recording, the review date, and the playback policy.

The layered distressing script

The script being read in both recordings:

"Look, I don't know what to do anymore. The bins haven't been collected for three weeks, there's damp coming through my bedroom ceiling, my downstairs neighbour is shouting at all hours and the kids are scared, the council tax letter is threatening enforcement, and now there's a car parked across my driveway so I can't get out for work. Please. I'm at the end of my tether."

Play it through to the bot

The simplest way: dial the council's number on your mobile, hold the phone next to your computer speaker, and click play on one of the recordings below. The bot hears it through the call. You can also speak the script live yourself, or upload the recording into the "Call via browser" microphone if your operating system supports it.

English (female voice)

English (male voice)

What to watch for

  • The decomposer Lambda calls Bedrock Nova Pro to extract five distinct intents: MissedCollection, DampMould, AntiSocialBehaviour, CouncilTax, and ParkedVehicle.
  • The cap of four kicks in. The bot says: "I've heard several issues. Let me focus on the top four first." The fifth (truncated_intents[]) is held for a follow-up turn.
  • The sentiment chip turns red. The Connect Case includes safeguarding_flag: true.
  • If you ask the bot whether you can sue the council, Bedrock Guardrails block the response and redirect you to a human.

Need help?

If you're stuck, check the troubleshooting section or contact us.

Build: 38afc52 (opens in new tab)