A Company Wants to Replace Its Call Center System with a Solution

question 819

Multiple Choice

A company wants to replace its call center system with a solution built using AWS managed services. The company call center would like the solution to receive calls, create contact flows, and scale to handle growth projections. The call center would also like the solution to use deep learning capabilities to recognize the intent of the callers and handle basic tasks, reducing the need to speak to an agent. The solution should also be able to query business applications and provide relevant information back to callers as requested. Which services should the Solutions Architect use to build this solution? (Choose three.)

• A) Amazon Rekognition to identify who is calling.
• B) Amazon Connect to create a cloud-based contact center.
• C) Amazon Alexa for Business to build conversational interfaces.
• D) AWS Lambda to integrate with internal systems.
• E) Amazon Lex to recognize the intent of the caller.
• F) Amazon SQS to add incoming callers to a queue.

---

Definitions:

Montgomery Bus Boycott

A pivotal civil rights protest in 1955-1956 in Montgomery, Alabama, where African Americans refused to ride city buses to protest segregated seating, significantly advancing the civil rights movement.

American Belief

The set of values and principles that are generally held by the American people, including liberty, democracy, and equality.

Individualism

A social theory favoring freedom of action for individuals over collective or state control.

Democratic Character

The qualities, features, or aspects that constitute a democratic society, including openness, equality, and participation in governmental decision-making.