AI Contact Centre

Try Before You Buy

Overview

One resident, one case, two channels
Call the council on a real UK phone number. Report a fly-tip. Send a photo through the messaging simulator. The bot reads back a single sentence: "I've reviewed your photo; environmental health will visit Wednesday, ref ABC123." Voice and photo, joined to one case, read back as one promise.

Learning Artifact: This is a pre-deployed demonstration environment for learning and exploration, not a production-ready product.

A complete AI-powered council reception line built on Amazon Connect. A resident calls a real UK phone number, speaks to an AI bot powered by Amazon Lex and Amazon Bedrock, and gets triaged, answered, and case-tracked without a human touching it. When the caller mentions five issues in one breath, the bot picks the top four by urgency and acknowledges each by name. When distress is sustained, a safeguarding flag flips on the case and the call routes to a human agent. And when the resident sends a photo of a fly-tip through the messaging simulator, Bedrock describes what it sees, links the photo to the open case, and the bot reads back the result on the still-open phone call.

Eight languages are supported. Speak Italian, and the bot switches voice and transcription mid-call with no menu and no transfer.

Important After requesting your session, the environment will deploy automatically in about 10 minutes. Once ready, the 8-step walkthrough guides you through every demo, from a simple bin-collection call to an Italian multi-intent stress test.

What you’ll explore

Core capabilities

Capability	Powered by
Real UK phone number	Amazon Connect
Multi-intent triage	Amazon Bedrock (Nova Pro)
Photo description	Amazon Bedrock (Nova Pro vision)
8-language support	Amazon Lex v2 (6 locales) + Amazon Polly
Guardrails + prompt injection defence	Bedrock Guardrails
Live agent hand-take	Connect Agent Workspace

Infrastructure

Component	AWS service
Knowledge base	Bedrock Knowledge Base
Case management	Connect Cases
Caller identity	Customer Profiles
PII redaction	Contact Lens
Browser calling	Amazon Chime SDK
Companion web app	CloudFront + WAF

Getting started

Once you select “Try this now” above, your session environment deploys automatically.

What happens next:
1. Your environment deploys in about 10 minutes
2. Open the CloudFormation Outputs tab to find your phone number and companion app URL
3. Follow the 8-step walkthrough: call the bot, send a photo, take a safeguarding call as an agent, edit the greeting live, run an Italian stress test, and push 30+ questions through the chat

Preview the walkthrough

Why this matters for local government

Multilingual residents

8 languages with no IVR menu and no transfer queue
The bot detects the caller’s language from their first sentence and switches voice and transcription mid-call
Full quality for English, Italian, French, German, Spanish, Polish; best-effort for Welsh and Romanian
Same knowledge base, same case pipeline, every language

Distressed and vulnerable callers

Multi-intent triage extracts up to five issues from a single distressed utterance and acknowledges each by name
Safeguarding flag flips automatically on sustained distress, routing the case to a trained human agent
PII redaction at the instance level means even the live agent transcript shows {NAME} and {ADDRESS} placeholders, never the original

Multichannel, one case

Voice call and photo upload land on a single Connect Case with a shared reference number
The bot reads back the photo description on the still-open phone call
Customer Profiles links the resident’s phone number across channels
No duplicate tickets, no manual merge

Configurable by non-developers

Edit the bot’s greeting in the Connect console GUI in under a minute, no deploy needed
Add documents to the S3 knowledge base bucket and the bot starts answering from them
Bedrock Guardrails block legal advice, hallucination, and prompt injection without code changes
The 8-step walkthrough proves all of this to your team in 46 minutes

About this scenario

This scenario provisions a complete Amazon Connect contact centre with a real UK phone number, 22 Lambda functions, a Bedrock Knowledge Base seeded with fictional Aldershire District Council content, Connect Cases, Customer Profiles, Contact Lens with PII redaction, and a three-pane companion web app on CloudFront.

Everything is infrastructure-as-code
One SAM template, 100 CloudFormation resources, zero manual setup. Every Connect custom resource (security profiles, queue lookup, storage config, Wisdom binding) is wrapped in a Lambda-backed custom resource so the next sandbox lease is identical to the last.

The problem

Council reception lines are expensive to staff and slow to change
Distressed callers raising multiple issues get triaged manually
Photos from residents arrive on a different channel and create duplicate tickets
Non-English speakers face hold-music menus or wait for a translator

The solution

AI-powered reception on Amazon Connect with Bedrock RAG
Multi-intent decomposition: one utterance, four acknowledged issues
Cross-channel case unification: voice + photo = one ticket
Dynamic language switching: no menu, no transfer, eight languages

What you’ll take away

A working demo you can show your CIO in 46 minutes
Hands-on experience with Connect, Lex, Bedrock, Cases, and Contact Lens
Proof that the greeting can be changed in under a minute by a non-developer
A 30+ question stress test showing what the bot answers, refuses, and refers

Explore more scenarios

Council Chatbot – AI-powered resident Q&A (text only, no voice)
Simply Readable – Document translation and Easy Read conversion
Text to Speech – Accessibility audio generation with Amazon Polly
FOI Redaction – Automated sensitive data removal for FOI requests
FixMyStreet – Citizen problem reporting platform

Troubleshooting

No phone number in the Outputs tab? The per-account phone-number claim quota may be exhausted from prior sessions. Contact the NDX team for a fresh sandbox account.
Bot says “I cannot help with that one directly”? That’s Bedrock Guardrails doing its job. Try a question the knowledge base covers (bin collection, council tax, planning permission). Step 8 of the walkthrough lists 30+ example questions with expected responses.
Browser call not connecting? Make sure you’ve allowed microphone access in your browser. Chrome, Edge, and Safari are supported.
Photo upload returns an error? Check that the Sender phone field matches the number you called from. Connect Cases looks up the open ticket by phone number.

Support

For technical issues during your sandbox session, contact the NDX team at ndx@dsit.gov.uk.