Amazon Technologies, Inc.

Joseph Daniel Sullivan

Jon R Jay

Pasquale DeMaio

Donald Lloyd Kaufman

Yung-Chun Lin

Jeremy A Dashe

Brock Aaron Judkins

Zachary Lee Yeager

David Adam Philips

Ajit Kumar

Saket Agarwal

Nihal Chand Jain

Raymond P Sharpe, Jr

Thomas J Weiland

Tauseef Kidwai

Jaswinder Singh Randhawa

Juliana Saussy

Akshay Isaac Lazarus

Saket Agarwa

An adaptive virtual assistant system can be configured to change an attribute of a virtual assistant based on user responses, environmental conditions, and/or topics of discussion. For example, the virtual assistant system can determine, based at least in part on user data, a communication profile that is associated with the virtual assistant and determine first communication data comprising a first communication attribute based on the communication profile. In some instances, the system can transmit the first communication data to a user device and receive, from the user device, input audio data representing a user utterance. Based at least in part on the input audio data, the system can determine second communication data comprising a second communication attribute and transmit the second communication data to the user device.

Adaptive virtual assistant attributes

A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.

Configurable natural language contact flow

A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

Systems and methods for customer contact

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI). The system displays a first visual indicator that graphically highlights a first visual display object to indicate that a first instruction block is active. The system executes the first instruction block and outputs a first prompt via a communication interface, the communication interface to simulate a telephone communication with the interactive contact workflow system. The system receives a first response to the first prompt from a GUI element, identifies a first command to execute a second instruction block based at least in part on the first response to the first prompt, and displays a second visual indicator that graphically connects the first visual display object to a second visual display object within the GUI, the second visual display object corresponding to the second instruction block of the interactive contact workflow system.

Single window testing of an interactive contact workflow

Disclosed are various embodiments for a call routing application. Routes are evaluated according to selection scores of call routes. The selection scores are calculated based on weighted call quality data corresponding to past calls on the call routes. A call route is selected according to an evaluation including call costs or other criteria. A call is then routed via the selected call route to the call endpoint.

Quality-based phone routing

Technologies are disclosed for providing an onboarding service within a service provider network for on-demand creation of a contact center. Information associated with an account of a user at the service provider network is utilized to begin creating the contact center. Based upon input from the user, a directory of authorized users and storage for the contact center are created using services available within the service provider network. Encryption keys are created for encrypting customer call recordings and customer phone numbers in the storage. An initial user for handling calls is specified and a call queue is created. A routing profile is created to route calls from the call queue to the initial user. Available phone numbers are provided to the user for the selection of a phone number for accessing the contact center. One this data has been specified, the contact center can be activated for use.

On-demand generation of a contact center

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to load response data for a previously recorded interaction with the contact workflow, retrieves the response data from a data store of stored response data, and receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment. The interactive contact workflow system then executes the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device, and provides a response from the response data to the first instruction block as a response to the first audio prompt.

Contact workflow testing and metrics generation

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment, generates a communication interface to facilitate simulated electronic communication between the GUI and the interactive contact run-time environment, and provides a first visual indicator for display within the GUI that graphically highlights the first instruction block within the GUI to indicate that the first instruction block is active. The interactive contact workflow system then executes the first instruction block by sending a first prompt of the first instruction block to the communication interface to cause the communication interface to provide the first prompt to an audio output interface.

Disclosed are various embodiments for a call routing application. Routes are evaluated according to aggregated call quality data with respect to a call endpoint. A route is selected according to the evaluation, call costs, or other criteria. A call is then routed via the route to the call endpoint.

This disclosure describes a system for associating user accounts with source identifiers included in communication requests received from users of those user accounts and using that information to later identify potential user accounts. For example, when a user contacts a support network, such as a call center, the source identifier (e.g., telephone number) may be identified. Once the user initiating the communication request is verified and the corresponding user account identified, the source identifier may be associated with the identified user account. By establishing and storing a relationship between the source identifier and the verified user account, if the user later again initiates a communication request that includes the same source identifier, that user's user account may be quickly identified to the agent, thereby simplifying verification.

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Seattle, WA, United States of America

Joseph Daniel Sullivan