Voice Agents (AWS)
Automated Blood Product Delivery Notifications
Business context and structural constraints
Create an automated system for the US market capable of initiating outbound calls and processing user intents in real time. The solution required fast access to shipment information (origin, destination, blood type, quantity) via a voice interface, ensuring high quality speech synthesis for English speaking users.
The Solution
Architectural approach and implementation
A proof-of-concept outbound telephony solution designed to automate calls to medical product recipients, specifically for blood product delivery. The system ensures the delivery of critical shipment information and supports basic voice interaction through artificial intelligence.
How we turned the challenge into a solution
Each stage formalizes uncertainty into a concrete engineering outcome
Audit → Dependency Map
Inventory of 17+ disparate systems, data flow mapping, identification of critical integration points and performance bottlenecks
Map → Unified Architecture
Design of event-driven microservice architecture with multi-region data residency and zero-trust security model
Architecture → Working Prototype
Document management MVP with FIDO2 authentication, AES-256 encryption, and basic workflow engine for pilot group
Prototype → Scalable Platform
Horizontal scaling to 160+ countries, multi-tenant isolation, AI document classification with 95% accuracy
Platform → Analytics Core
MyInsights recommendation engine, predictive SLA alerts, personalized delivery of regulatory updates
Core → Continuous Compliance
Automated retention policies for 160+ jurisdictions, document integrity chain, one-click audit report generation
Outbound Call Automation
Initiates contact via StartOutboundVoiceContact, playing personalized greeting and shipment summary using Amazon Polly with natural sounding English voices.
Intelligent Routing (Lex V2)
Bot integration recognizes user voice commands in real time. Supported intents: RepeatInfoIntent, MoreInfoIntent, ChangeOrderIntent, EndInfoIntent.
Flow Logic Management (Connect Flow)
Dynamic processing of Lex responses within Amazon Connect, including contact attribute check blocks, fallback error handling, and automated call disconnection.
Infrastructure Security
Configuration of AWS IAM roles and permissions for secure interaction between services (Lambda, Connect, Lex) and external initiation scripts.
The Impact
Quantitative results demonstrating the real impact of implementation on operational efficiency, infrastructure reliability, and platform scalability
Implemented a fully automated outbound call cycle adapted to US telephony standards
Created a flexible intent processing model allowing information repetition, additional data, or call termination
Ensured efficient call routing based on recognized intents directly within Amazon Connect
Technology Stack
Built with proven enterprise-grade technologies
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