Voice Agents (AWS)

From shipment dispatch to a conversation with the recipient.

An American Red Cross proof of concept for automated calls about blood-product shipments. Amazon Connect starts the call, Polly reads the shipment details, and Lex V2 routes the recipient’s requests through four supported conversation paths.

Supported interaction

Four configured paths through the shipment call.

Repetition of shipment details

A request to repeat returns the conversation to the shipment information. Origin, destination, product, quantity and urgency remain available in the call context.

Additional shipment information

Lex recognises a request for more information and routes it to the configured response. The prototype answers within the shipment details supplied to the notification scenario.

Routing an order-change request

The change-order intent selects its own branch in the contact flow. Recognising this request does not itself modify the order; that action belongs to a separate operational process.

Call completion and fallback paths

The supported ending path plays the closing message and terminates the call. Separate fallback and error routes handle responses or execution states outside the expected path.

01 / Inside Amazon Connect

The call logic is visible from greeting to termination.

Amazon Connect contact flow with greeting, shipment message, Lex input, intent branches and error handling. — The configured contact flow
The contact flow connects the greeting and shipment message to Lex input. Contact attributes select the next response; separate branches handle unrecognised requests, execution errors and call termination.

Call orchestration

Amazon Connect runs the contact flow. Lambda, Fastify, Node.js and the AWS SDK connect it with the notification service.

Amazon Connect
AWS Lambda
Fastify
Node.js
AWS SDK

Speech and intent routing

Polly speaks the notification. Lex V2 recognises the configured recipient requests and routes the conversation.

Amazon Lex V2
Amazon Polly

Service permissions

IAM defines the access granted to the AWS services involved in the prototype.

AWS IAM

Your voice pilot

Start with a notification your team repeats every day.

Define the trigger, the shipment data and the recipient’s likely requests. We can build a focused call scenario and agree how to review its outcomes before adding more responsibilities.

Plan a voice pilot