Reach Canadians at scale with Amazon Connect
summary
Fast, concrete outcomes: an Amazon Connect IVR flow built in 48 hours with Lambda, DynamoDB and APIs that runs bilingual English/French prompts and duplicates instantly for follow-ups like vaccination status. Innovapost reaches about 45,000 people from that flow and moves it into a reusable “Connect as a Service.” Health Canada spins up a senior-leader service in six weeks, adds voice biometrics plus a code-readback for password resets, and cuts average wait time from multiple minutes to about 32 seconds while enabling ongoing automation and chat/Lex roadmaps.
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chapters (4)
- 0:00Start
- 6:33Using customer data and ML to improve the customer experience
- 26:26How we did it - Amazon Connect
- 27:39Roadmap - Our Amazon Connect Journey
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