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    Amazon Connect 311 & Non-Emergency Call Automation | AI-Driven

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    Sold by: Guided Reach Solutions 
    Divert 311 and non-emergency calls from live agents using Amazon Connect and AI voice automation. This solution handles routine inquiries—like noise complaints, service requests, and report updates—using natural language understanding, allowing agents to stay focused on high-priority calls. Includes full implementation, multilingual support, and optional data integrations.

    Overview

    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.

    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

    • 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.

    Details

    Sold by
    Guided Reach Solutions 
    Categories
    Contact Center 
    Implementation 
    Customer Experience Personalization 
    Delivery method
    Deployed on AWS

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