Category: Amazon Connect

Generative artificial intelligence (AI) can transform the experience of state and local government constituents. With Amazon Lex, you can design and build sophisticated voice and text conversational interfaces, deploy omnichannel experiences with pre-built integrations to contact center solutions, and pay only for speech and text requests with no upfront costs or minimum fees. This post provides a technical walkthrough for building a generative AI chat-based solution.

The Centers for Medicare & Medicaid Services (CMS) recently enabled states to extend Medicaid coverage to eligible incarcerated individuals, with hopes of ensuring continuity of care upon release, reducing the risk of relapse, and encouraging better health management. To help states begin benefitting from this new CMS policy, Amazon Web Services (AWS) offers a suite of data storage, telehealth, analytics, and reentry services. In this post, we break down four specific areas where AWS services—and AWS Partners—can help.

The Amazon Web Services (AWS) commitment to safe, transparent, and responsible artificial intelligence (AI)—including generative AI—is reflected in our endorsement of the White House Voluntary AI Commitments, our participation in the UK AI Safety Summit, and our dedication to providing customers with features that address specific challenges in this space. In this post, we explore how AWS can help agencies address the governance requirements outlined in the Office of Management and Budget (OMB) memo M-2410 as public sector entities look to build internal capacity for AI.

Peraton, an Amazon Web Services (AWS) Premier Partner, has worked with multiple government agencies to improve both customer and agent experiences using Amazon Connect. This post explores how Amazon Connect, the cloud contact center solution from AWS, delivers relevant information to agents through a unified experience to help government organizations and agencies of all sizes improve interaction with customers and employees.

When the COVID-19 pandemic hit, New Mexico’s Human Services Department (HSD) needed a new way to deliver contact center services safely and found it with Amazon Web Services (AWS). Using Amazon Connect, a cloud-based, artificial intelligence (AI)-powered contact center, HSD scaled to meet demand and enabled workers to answer people’s questions from their homes.

One of the biggest constraints in providing equitable access to care is the language barrier between providers and the patients they serve. For Medicaid agency call centers, there aren’t enough agents to support communication in all the languages requested by a state government. Some states want to support nearly 20 languages in the call center […]

With the help of Kyndryl and Amazon Web Services (AWS), Arizona’s Motor Vehicle Division (MVD) migrated its business service desk into Amazon Connect to improve customer service, increase efficiency, and save costs. Read this blog post to learn how the MVD continues innovating and enhancing services to better serve the people of Arizona.

In this blog post, learn how to set up a solution that enables school districts to notify a targeted group of parents about school bus breakdowns and delays via the parent’s preferred method of communication (i.e., phone call, SMS, or email), when a bus driver reports it. This solution uses AWS services like Amazon Connect and Amazon Pinpoint to create a solution in which a bus driver can call an automated system, report the bus breakdown, and start an outbound notification to parents notifying them of the event and potential delay. Through the same process, the system notifies parents that the bus is back in service or provides alternate instructions for student pickup.

With state Medicaid agencies (SMAs) contacting all their members, contact centers must scale to meet increased demand—however, staffing shortages can make this outreach and call support difficult. SMAs can support staff members and make sure members get their communications needs met by using AWS and cloud technology to introduce automation into their outreach process. Learn how to deploy a serverless outbound campaign to meet Medicaid unwinding outreach needs and support agency staff members by streamlining the outreach process.

For the 67th consecutive year, the North American Aerospace Defense Command (NORAD) will put technology to work to track Santa and his reindeer as they make their famous trip around the world. On December 24—the night before Christmas—children everywhere can contact the NORAD Tracks Santa (NTS) program, supported by AWS and Amazon Connect, to receive live updates on Santa’s whereabouts.