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AWS Solutions Library

Guidance for Automotive Call Service on AWS

Overview

This Guidance helps automakers enhance the contact center experience by using Amazon Connect and integrating with Original Equipment Manufacturer (OEM) Telematics Service Platform (TSP) and QnA Bot on AWS or retrieval augmented generation (RAG) technology, to build an intelligent automotive call platform. As an automaker, you can use your own knowledge base to help the artificial intelligence (AI)-powered conversational bot automatically answer questions from callers, while protecting the caller’s data from data leakage to third parties outside of the AWS environment. This Guidance enables inbound and outbound call services, such as emergency call (eCall), breakdown call (bCall), and information call (iCall) so that callers can get the tailored support they need for their vehicles.

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

Amazon Connect can easily scale to match business workload and relieve you from heavy infrastructure investment. The Amazon Connect Contact Lens function feature statistically queries key business indicators for analyzing service quality. Amazon Connect provides a ready-to-go cloud contact center for automotive customers with case processing, quality monitoring, and more.

Read the Operational Excellence whitepaper

API Gateway can isolate access from frontend without reaching backend services. AWS Identity and Access Management (IAM) grants minimum role rights to the Lambda function, and the services and resources are deployed within a virtual private cloud (VPC) and without exposure to the public internet. Customer profile information is synchronized with AWS Key Management Service (AWS KMS) encryption into Amazon Connect, and the data transmission between Amazon Connect and the web user interface (UI) uses the TLS protocol.

Read the Security whitepaper

For meeting reliability demands, Amazon DynamoDB provides high availability and durability for tables by automatically replicating the data across multiple Availability Zones and AWS Regions. Lambda supports concurrent executions for high availability. Amazon Connect can provide high-quality service and create replicas in other AWS Regions for configuration, instance, and business backup. The components are highly available, and the services can easily recover from disasters.

Read the Reliability whitepaper

You can choose the right instance type for concurrency needs and to meet response time requirements. Lambda can also help you meet concurrency limits. Additionally, Amazon Connect can be deployed into different Regions and route customer request according to availability.

Read the Performance Efficiency whitepaper

Services in this Guidance can help you save on costs by removing the need to invest in infrastructure and host unnecessary resources.For example, Lambda offers on-demand price models for inbound and outbound calls so that you only pay for the resources you use.

Read the Cost Optimization whitepaper

Cloud services, such as OpenSearch Service, Amazon Connect, and SageMaker for contact center, data analytics, and ML workloads reduce your on-premises data center footprint and associated energy usage. Amazon Connect allows remote work and flexible scaling to avoid overprovisioning of on-premises servers, lowering overall energy consumption. Amazon Connect, OpenSearch Service, and SageMaker can help you reduce your environmental impact through on-demand and efficient resource provisioning.

Read the Sustainability whitepaper

Related Content

QnABot on AWS

This AWS Solution is a multi-channel, multi-language conversational interface (chatbot) that responds to your customer’s questions, answers, and feedback.

Learn more

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.

References to third-party services or organizations in this Guidance do not imply an endorsement, sponsorship, or affiliation between Amazon or AWS and the third party. Guidance from AWS is a technical starting point, and you can customize your integration with third-party services when you deploy the architecture.

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