Skip to content

Latest commit

 

History

History
265 lines (185 loc) · 10.7 KB

README.md

File metadata and controls

265 lines (185 loc) · 10.7 KB
Raw

Boosting agent productivity with Salesforce integration for Live Call Analytics 

As a contact center agent, would you rather focus on having productive customer conversations or get distracted by having to look up customer information, knowledge articles that could exist in various systems? We have all been there: having a productive conversation while multitasking is challenging. A single negative experience may put a dent on a customer's perception of your brand.  

The Live Call Analytics with Agent Assist (LCA) open-source solution addresses some of these challenges by providing features such as AI powered agent assistance, call transcription, call summarization, and a lot more. As part of our effort to keep the solution meeting the demanding needs of your agents, we strive to add features based on your feedback, and based on our own experience helping contact center operators. One of the features we added is the ability to write your own Lambda hooks for the start of call and post-call to custom process calls as they occur. This makes it easier to custom integrate with LCA architecture without complex modification to the original source code. It will also let you update LCA stack deployments quicker and easier than if you were modifying the code directly.

Today, we are excited to announce a feature that lets you integrate LCA with your Customer Relationship Management (CRM) system, built on top of the pre and post call Lambda hooks.

The rest of this README will walk you through setting up the LCA/CRM integration with Salesforce. 

Solution overview

LCA now has two additional Lambda hooks:

  1. Start of Call Lambda Hook that the LCA Call Event/Transcript Processor will invoke at the beginning of each call. This function can implement custom logic that applies to the beginning of call processing, such as retrieving call summary details logged into a case in a CRM. 

  2. Post Call Summary Lambda Hook that the LCA Call Event/Transcript Processor will invoke after the call summary is processed. This function can implement custom logic that is relevant to post processing, for example, updating the call summary to a CRM system.

LCA CRM Architecture

Start of call and Post call (summary) Lambda Hooks that integrates with Salesforce to look-up and update Case records respectively

We will first complete Salesforce setup to allow the custom Lambda hooks to look up or update the Case records. We will then deploy the LCA and Salesforce integration stacks. Finally, we will update the LCA stack with the Salesforce integration Lambda hooks and perform validations.

Prerequisites

Create a Salesforce Connected App

  1. Log in to your Salesforce org and navigate to Setup.

  2. Search for App Manager and choose App Manager.

Setup

  1. Choose New Connected App

  2. Provide a name for Connected App Name.

  3. Provide a valid Contact Email.

  4. Choose Enable OAuth Settings and provide a Callback URL

  5. Under Available OAuth Scopes, choose Manage user data via APIs (api)

  6. Ensure that Require Secret for Webserver Flow and Require Secret for Refresh Token Flow are selected.

  7. Choose Save.

Connected App

  1. Under API (Enable OAuth Settings, choose Manage Consumer Details.

  2. Verify your identity if prompted.

  3. Copy the Consumer Key and Consumer Secret. You will need this when deploying the SAM application.

Get your Salesforce access token

If you don't already have an access token, you will need to obtain a new one. Before doing this, ensure that you are prepared to update any applications that are using an access token as this step will create a new one, and may invalidate the prior tokens.

  1. Navigate to your personal information by choosing Settings from View profile on the top right.

  2. Choose Reset My Security Token followed by Reset Security Token.

Token

  1. Make note of the new security/access token that you receive via email.

Create a Salesforce Customer Contact record for each caller

The Lambda function that performs Case look-up and update matches the caller's phone number with a contact record in Salesforce.

  1. Login to your Salesforce org.

  2. Under App Launcher, search for Service Console. Choose Service Console.

Service Console

  1. In the Service Console page, choose Contacts from the drop-down list, then choose New.

New Contact

  1. Enter a valid phone number under the Phone field of the New Contact page.

  2. Enter other contact details and choose Save.

  3. Repeat Steps 1 through 5 for any caller that will make a phone call, and test the integration.

Deploy the LCA stack

  1. Follow the instructions under the Deploy the CloudFormation stack section of the Live call analytics and agent assist for your contact center with Amazon language AI services blog post.

  2. Ensure that you choose ANTHROPIC, SAGEMAKER, or LAMBDA  for the End of Call Transcript Summary parameter. 

  3. The stacks take about 45 minutes to deploy. 

  4. After the main stack shows CREATE_COMPLETE, navigate to the Outputs tab and make a note of the Kinesis Data Stream ARN (CallDataStreamArn).

Deploy the Salesforce integration stack

  1. Open a command-line terminal and run the following commands:

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

Use the following as a reference for parameter choices:

Parameter Name Description

AWS Region The region where you have deployed the LCA solution.

SalesforceUsername The user name of your Salesforce organization that has permissions to read and create Cases.

SalesforcePassword Password associated to your Salesforce user name.

SalesforceAccessToken The secret/access token you obtained from following the instructios under  Get your Salesforce access token section.

SalesforceConsumerKey The Consumer Key you copied in Step 12 of the Create a Connected App section.

SalesforceConsumerSecret The Consumer Secret obtained from Step 12 the Create a Salesforce Connected App section.

SalesforceHostUrl Login URL of your Salesforce organization.

SalesforceAPIVersion Salesforce API version (choose default or v56.0)

LCACallDataStreamArn The Kinesis Data Stream ARN (CallDataStreamArn) obtained from Step 4 of the Deploy the LCA stack section.

  1. After the stack successfully deploys,  make a note of StartOfCallLambdaHookFunctionArn and PostCallSummaryLambdaHookFunctionArn from the Outputs displayed on your terminal.

Update LCA Stack

  1. Navigate to CloudFormation console and update the main LCA stack. Choose Use current template option with the following values:

  2. For Lambda Hook Function ARN for Custom Start of Call Processing (existing) provide the StartOfCallLambdaHookFunctionArn that you obtained from Step 5 of the Deploy LCA / Salesforce integration stack section.

  3. For Lambda Hook Function ARN for Custom Post Processing, after the Call Transcript Summary is processed (existing) provide the PostCallSummaryLambdaHookFunctionArn that you obtained from Step 5 of the Deploy LCA / Salesforce integration stack section.

  4. Ensure that End of Call Transcript Summary [is no]{.underline}t DISABLED.

Validate the integration

Make a test call and ensure you are able to see the beginning of call AGENT ASSIST and post call AGENT ASSIST transcripts. Refer to Explore live call analysis and agent assist features section of the Live call analytics and agent assist for your contact center with Amazon language AI services post for guidance. The following video shows the integration in action:

LCA CRM Integration Demo

Clean up

When you're finished experimenting with this solution, clean up your resources by following these instructions:

  1. Open the AWS CloudFormation console and delete the LCA stacks that you deployed. This deletes resources that were created by deploying the solution. The recording S3 buckets, DynamoDB table, and CloudWatch Log groups are retained after the stack is deleted to avoid deleting your data.

  2. On your terminal, run sam delete to delete the Salesforce integration Lambda functions.

  3. Follow the instructions in Deactivate a Developer Edition Org to deactivate your Salesforce Developer org.

Conclusion

In this guided walk-through, we demonstrated how the Live-Call Analytics sample project can accelerate customers adoption of real-time contact center analytics and integration. Rather than build from scratch, we show how to utilize the existing codebase with the pre-built integration points with the start-of-call and post-call Lambda hooks to enhance agent productivity by integrating with Salesforce to look up and update Case records.