Enhance agent productiveness with Salesforce integration for Dwell Name Analytics

As a contact heart agent, would you quite give attention to having productive buyer conversations or get distracted by having to search for buyer data and information articles that would exist in numerous methods? We’ve all been there. Having a productive dialog whereas multitasking is difficult. A single detrimental expertise might put a dent on a buyer’s notion of your model.

The Live Call Analytics with Agent Assist (LCA) open-source answer addresses these challenges by offering options corresponding to AI-powered agent help, name transcription, name summarization, and far more. As a part of our effort to fulfill the wants of your brokers, we try so as to add options primarily based in your suggestions and our personal expertise serving to contact heart operators.

One of many options we added is the power to put in writing your personal AWS Lambda hooks for the start of call and post-call to customized course of calls as they happen. This makes it simpler to customized combine with LCA structure with out complicated modification to the unique supply code. It additionally permits you to replace LCA stack deployments extra simply and rapidly than should you have been modifying the code immediately.

At the moment, we’re excited to announce a function that allows you to combine LCA along with your Buyer Relationship Administration (CRM) system, constructed on high of the pre- and post-call Lambda hooks.

On this publish, we stroll you thru organising the LCA/CRM integration with Salesforce.

Resolution overview

LCA now has two further Lambda hooks:

• Begin of name Lambda hook – The LCA Name Occasion/Transcript Processor invokes this hook at the start of every name. This operate can implement customized logic that applies to the start of name processing, corresponding to retrieving name abstract particulars logged right into a case in a CRM.
• Submit-call abstract Lambda hook – The LCA Name Occasion/Transcript Processor invokes this hook after the decision abstract is processed. This operate can implement customized logic that’s related to postprocessing, for instance, updating the decision abstract to a CRM system.

The next diagram illustrates the beginning of name and post-call (abstract) Lambda hooks that combine with Salesforce to search for and replace case information, respectively.

Listed below are the steps we stroll you thru:

1. Arrange Salesforce to permit the customized Lambda hooks to search for or replace the case information.
2. Deploy the LCA and Salesforce integration stacks.
3. Replace the LCA stack with the Salesforce integration Lambda hooks and carry out validations.

Stipulations

You want the next conditions:

Create a Salesforce related app

To arrange your Salesforce app, full the next steps:

1. Log in to your Salesforce org and go to Setup.
2. Seek for App Supervisor and select App Supervisor.
   
3. Select New Related App.
4. For Related App Title, enter a reputation.
5. For Contact Electronic mail, enter a sound electronic mail.
6. Choose Allow OAuth Settings and enter a worth for Callback URL.
7. Underneath Obtainable OAuth Scopes, select Handle consumer information by way of APIs (api).
8. Choose Require Secret for Webserver Move and Require Secret for Refresh Token Move.
9. Select Save.
   
10. Underneath API (Allow OAuth Settings), select Handle Shopper Particulars.
11. Confirm your identification if prompted.
12. Copy the buyer key and client secret.

You want these when deploying the AWS Serverless Application Model (AWS SAM) utility.

Get your Salesforce entry token

In the event you don’t have already got an entry token, you must acquire one. Earlier than doing this, just remember to’re ready to replace any functions which are utilizing an entry token as a result of this step creates a brand new one and will invalidate the prior tokens.

1. Discover your private data by selecting Settings from View profile on the highest proper.
2. Select Reset My Safety Token adopted by Reset Safety Token.
   
3. Make notice of the brand new entry token that you simply obtain by way of electronic mail.

Create a Salesforce buyer contact report for every caller

The Lambda operate that performs case look-up and replace matches the caller’s telephone quantity with a contact report in Salesforce. To create a brand new contact, full the next steps:

1. Log in to your Salesforce org.
2. Underneath App Launcher, seek for and select Service Console.
   
3. On the Service Console web page, select Contacts from the drop-down checklist, then select New.
   
4. Enter a sound telephone quantity underneath the Cellphone discipline of the New Contact web page.
5. Enter different contact particulars and select Save.
6. Repeat Steps 1–5 for any caller that makes a telephone name and take a look at the mixing.

Deploy the LCA stack

Full the next steps to deploy the LCA stack:

1. Comply with the directions underneath the Deploy the CloudFormation stack part of Live call analytics and agent assist for your contact center with Amazon language AI services.
2. Just remember to select ANTHROPIC, SAGEMAKER, or LAMBDA for the Finish of Name Transcript Abstract parameter. See Transcript Summarization for extra particulars.

The stacks take about 45 minutes to deploy.

3. After the principle stack exhibits CREATE_COMPLETE, on the Outputs tab, make an observation of the Kinesis information stream ARN (CallDataStreamArn).

Deploy the Salesforce integration stack

To deploy the Salesforce integration stack, full the next steps:

1. Open a command-line terminal and run the next instructions:

https://github.com/aws-samples/amazon-transcribe-live-call-analytics.git
cd amazon-transcribe-live-call-analytics/plugins/salesforce-integration
sam construct
sam deploy —guided

Use the next desk as a reference for parameter decisions.

2. After the stack efficiently deploys, make an observation of StartOfCallLambdaHookFunctionArn and PostCallSummaryLambdaHookFunctionArn from the outputs displayed in your terminal.

Replace LCA Stack

Full the next steps to replace the LCA stack:

1. On the AWS CloudFormation console, replace the principle LCA stack.
2. Select Use present template.
3. For Lambda Hook Perform ARN for Customized Begin of Name Processing (current), present the StartOfCallLambdaHookFunctionArn that you simply obtained earlier.
4. For Lambda Hook Perform ARN for Customized Submit Processing, after the Name Transcript Abstract is processed (current), present the PostCallSummaryLambdaHookFunctionArn that you simply obtained earlier.
5. Ensure that Finish of Name Transcript Abstract isn’t DISABLED.

Validate the mixing

Make a take a look at name and ensure you can see the start of name AGENT ASSIST and post-call AGENT ASSIST transcripts. Consult with the Discover stay name evaluation and agent help options part of the Live call analytics and agent assist for your contact center with Amazon language AI services publish for steerage.

Clear up

To keep away from incurring prices, clear up your sources by following these directions when you’re completed experimenting with this answer:

1. On the AWS CloudFormation console, and delete the LCA stacks that you simply deployed. This deletes sources that have been created by deploying the answer. The recording S3 buckets, DynamoDB desk, and CloudWatch log teams are retained after the stack is deleted to keep away from deleting your information.
2. In your terminal, run sam delete to delete the Salesforce integration Lambda features.
3. Comply with the directions in Deactivate a Developer Edition Org to deactivate your Salesforce Developer org.

Conclusion

On this publish, we demonstrated how the Dwell-Name Analytics pattern venture can speed up your adoption of real-time contact heart analytics and integration. Relatively than constructing from scratch, we present the best way to use the present code base with the pre-built integration factors with the beginning of name and post-call Lambda hooks. This enhances agent productiveness by integrating with Salesforce to search for and replace case information. Discover our open-source project and improve the CRM pre- and post-call Lambda hooks to accommodate your use case.

Concerning the Authors

Kishore Dhamodaran is a Senior Options Architect at AWS.

Bob Strahan is a Principal Options Architect within the AWS Language AI Companies group.

Christopher Lott is a Senior Options Architect within the AWS AI Language Companies group. He has 20 years of enterprise software program improvement expertise. Chris lives in Sacramento, California and enjoys gardening, aerospace, and touring the world.

Babu Srinivasan is a Sr. Specialist SA – Language AI providers within the World Huge Specialist group at AWS, with over 24 years of expertise in IT and the final 6 years centered on the AWS Cloud. He’s obsessed with AI/ML. Outdoors of labor, he enjoys woodworking and entertains family and friends (typically strangers) with sleight of hand card magic.