Amazon Connect 311 & Non-Emergency Call Automation | AI-Driven
Guided Reach Solutions · Customer Service
Certification per AWS Marketplace.
Evidence tier Source Confirmed · 4 captures on record
What the publisher says
As described on AWS Marketplace.
Many public agencies route non-emergency and administrative calls—like 311 or internal hotlines—through the same agents who handle emergency dispatch. This solution helps reduce that burden by diverting routine calls to AI-driven voice automation built on Amazon Connect.
Callers interact with natural language bots powered by Amazon Lex and Amazon Bedrock, capable of answering common questions and capturing intent. This improves citizen experience, reduces agent workload, and helps ensure emergency dispatchers remain available for mission-critical events.
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The solution includes:
- **Amazon Connect instance setup and call flow configuration**
- **Voice automation using Lex and Bedrock**
- **Support for multilingual experiences**
- **Integration options for CRM, CAD, or case management systems**
- **Comprehensive testing, deployment, and staff enablement**
This solution is ideal for agencies looking to modernize their public-facing communication channels, lower call center costs, and improve first-call resolution for non-urgent inquiries.
Highlights
Highlighted by the publisher on AWS Marketplace.
Offload 311 and non-emergency calls from emergency dispatchers using AI-powered call automation with Amazon Connect.
Handles routine requests—like service inquiries, reports, or complaints—without tying up live agents.
Includes multilingual support and optional integrations with CAD, CRM, or case management platforms.
Agent build and provenance
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