- AWS Solutions Library
- Guidance on Enhancing Smart Products through Device Telemetry and Amazon Connect
Guidance on Enhancing Smart Products through Device Telemetry and Amazon Connect
Overview
This Guidance helps manufacturers overcome the challenge of reactive product support by enabling real-time device monitoring that feeds directly into customer service workflows. Devices send telemetry data to AWS IoT Core at regular intervals, where threshold-based checks automatically flag anomalies and route alerts to support teams. Operators can trigger on-demand high frequency diagnostics through a mobile control app, capturing detailed device behavior that combines with historical data archives to create comprehensive reports. When support sessions begin, agents receive enriched context including current alerts, telemetry trends, and diagnostic findings—directly within their Amazon Connect chat interface, while specialists run AI-guided analytics through QuickSight dashboards. By seamlessly integrating device telemetry, anomaly detection, and Amazon Connect, this solution empowers manufacturers to transform their product support operations, delivering faster issue resolution and driving ongoing product enhancements. Support agents see complete device health at a glance, reducing mean time to resolution, while product teams use fleet-wide analytics to drive continuous improvement and prevent recurring issues.
Benefits
Empower support teams with real-time device context combining telemetry, alerts, and diagnostics. Resolve customer issues faster by eliminating manual data gathering and laying the foundation for future AI-guided troubleshooting through integrated analytics.
Automate device monitoring and alerting across your smart product fleet. Scale efficiently with serverless architecture that processes telemetry data and triggers notifications without managing infrastructure.
Build comprehensive analytics from device telemetry stored in time-series data lakes. Identify usage patterns and failure trends to improve product design and predict maintenance needs before devices fail.
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.
Deploy with confidence
Ready to deploy? Review the sample code on GitHub for detailed deployment instructions to deploy as-is or customize to fit your needs.
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.
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