Amazon Connect
Integrate your Churn Prediction endpoint with Amazon connect (optional)
We would like to create an Amazon Connect instance with two agent queues:
- Standard Queue
- Expert Queue
Whenever a new incoming call is received, a Lambda Function triggers the Churn Prediction Endpoint.
By making use of the customer data, the model will be able to predict if the call is subject to churn and Amazon Connect will route it to the appropriate queue.
In order to enable smart routing, we need to create a Connect Contact Flow.
After the Amazon Connect instance is created, you will be able to import a contact flow. You can create a Contact Flow from scratches, or you can download a sample we have created for this Lab here.
Once you have imported the contact flow, you can then point it to your Lambda Function. Next step will be to generate an incoming call and observe how the call is being routed according to the churn prediction score .
