This Guidance demonstrates how Nonprofits can drive higher engagement with donors/members by building an intelligent omni-channel contact center leveraging AWS Artificial Intelligence/Machine Learning and Omnichannels contact center services.
The donor or member can either chat with or call in to the contact center. The agent authenticates the donor or member into the contact center with Amazon Cognito.
Donors or members can chat with the chatbot using Amazon Lex for FAQs or account and membership questions.
Amazon Connect has the ability to authenticate a caller’s voice, record calls, and provide sentiment and trends of conversations in near real-time.
Lambda can look into where the nonprofit’s donor or member records are stored. They can be stored in an AWS database or a customer relationship management (CRM) system on-premises.
The AWS Well-Architected Framework helps you understand the pros and cons of the decisions you make when building systems in the cloud. The six pillars of the Framework allow you to learn architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable systems. Using the AWS Well-Architected Tool, available at no charge in the AWS Management Console, you can review your workloads against these best practices by answering a set of questions for each pillar.
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.
This Guidance with a contact center reference architecture is fully serverless. Your solution can be deployed with infrastructure as code and automation for fast iteration and consistent deployments. Use Amazon CloudWatch for application and infrastructure monitoring.
Use Amazon Cognito for unified authentication, to authenticate call center agents into Amazon Connect. Amazon Connect also has built-in security measures for data protection, such as encryption with data in transit and at rest, logging, and monitoring, as well as a deep integration with AWS Identity Access Management (AWS IAM).
Serverless architecture enables the solution to be automatically scalable, available, and deployed across all Availability Zones.
By using serverless and managed technologies, you provision only the exact resources you need. Amazon Connect, Amazon Lex, Amazon Cognito, Lambda, and Amazon S3 are all Regional services. Use Regional services for Regional customers (and when using other AWS services within the same Region).
By using serverless technologies and automatically scaling, you pay only for the resources you use. Serverless services don’t cost anything while they’re idle.
Minimize your environmental impact. This solution can automatically move infrequently accessed data to cold storage with Amazon S3 Lifecycle configurations. By using managed services and dynamic scaling, this architecture minimizes the environmental impact of the backend services.
In this post, we discuss how you can automate content moderation and compliance with artificial intelligence (AI) and machine learning (ML) to protect online communities, their users, and brands.
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