AWS Public Sector Blog

Tag: Amazon Connect

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Improving constituent experience using AWS-powered generative AI chatbots

Generative artificial intelligence (AI) can transform the experience of state and local government constituents. With Amazon Lex, you can design and build sophisticated voice and text conversational interfaces, deploy omnichannel experiences with pre-built integrations to contact center solutions, and pay only for speech and text requests with no upfront costs or minimum fees. This post provides a technical walkthrough for building a generative AI chat-based solution.

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4 ways AWS can help states transform healthcare for incarcerated individuals

The Centers for Medicare & Medicaid Services (CMS) recently enabled states to extend Medicaid coverage to eligible incarcerated individuals, with hopes of ensuring continuity of care upon release, reducing the risk of relapse, and encouraging better health management. To help states begin benefitting from this new CMS policy, Amazon Web Services (AWS) offers a suite of data storage, telehealth, analytics, and reentry services. In this post, we break down four specific areas where AWS services—and AWS Partners—can help.

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How AWS helps agencies meet OMB AI governance requirements

The Amazon Web Services (AWS) commitment to safe, transparent, and responsible artificial intelligence (AI)—including generative AI—is reflected in our endorsement of the White House Voluntary AI Commitments, our participation in the UK AI Safety Summit, and our dedication to providing customers with features that address specific challenges in this space. In this post, we explore how AWS can help agencies address the governance requirements outlined in the Office of Management and Budget (OMB) memo M-2410 as public sector entities look to build internal capacity for AI.

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Improving government contact center agent experience with Amazon Connect

Peraton, an Amazon Web Services (AWS) Premier Partner, has worked with multiple government agencies to improve both customer and agent experiences using Amazon Connect. This post explores how Amazon Connect, the cloud contact center solution from AWS, delivers relevant information to agents through a unified experience to help government organizations and agencies of all sizes improve interaction with customers and employees.

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New Mexico delivers customer-obsessed human services programs powered by AWS

When the COVID-19 pandemic hit, New Mexico’s Human Services Department (HSD) needed a new way to deliver contact center services safely and found it with Amazon Web Services (AWS). Using Amazon Connect, a cloud-based, artificial intelligence (AI)-powered contact center, HSD scaled to meet demand and enabled workers to answer people’s questions from their homes.

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Building a multilingual contact center for Medicaid agencies on AWS

One of the biggest constraints in providing equitable access to care is the language barrier between providers and the patients they serve. For Medicaid agency call centers, there aren’t enough agents to support communication in all the languages requested by a state government. Some states want to support nearly 20 languages in the call center […]

Automating multi-channel communication for school bus delays

In this blog post, learn how to set up a solution that enables school districts to notify a targeted group of parents about school bus breakdowns and delays via the parent’s preferred method of communication (i.e., phone call, SMS, or email), when a bus driver reports it. This solution uses AWS services like Amazon Connect and Amazon Pinpoint to create a solution in which a bus driver can call an automated system, report the bus breakdown, and start an outbound notification to parents notifying them of the event and potential delay. Through the same process, the system notifies parents that the bus is back in service or provides alternate instructions for student pickup.

4 ways AWS can help with Medicaid unwinding

Beginning on April 1, 2023, state Medicaid agencies (SMA) will have one year to “unwind” temporary COVID-era changes and return to pre-pandemic ways of working. A major part of that will be re-verifying that all 91 million members still qualify to receive Medicaid benefits. For nearly a year, AWS has supported SMAs with in-house Medicaid expertise to identify unwinding issues and develop solutions to address them. The top four concerns that SMAs have shared are in approaching outreach and engagement, staffing shortages, returned mail, and reporting capabilities. Learn how AWS can help states across the country overcome these challenges across different scenarios.

Supporting 911 centers with non-emergency response solutions: An architecture guidance

AWS is helping the 911 community mitigate the impact of staffing shortages on call wait times by providing 911 centers the means to automate the receipt and resolution of designated non-emergency calls. Learn how the Jefferson County Communications Center Authority is already seeing improvements using an AWS solution, and discover the solution’s components that support 911 centers in handling non-emergency calls at scale.

Amazon Connect helps NORAD share Santa’s whereabouts this Christmas Eve

For the 67th consecutive year, the North American Aerospace Defense Command (NORAD) will put technology to work to track Santa and his reindeer as they make their famous trip around the world. On December 24—the night before Christmas—children everywhere can contact the NORAD Tracks Santa (NTS) program, supported by AWS and Amazon Connect, to receive live updates on Santa’s whereabouts.