Amazon Connect

Amazon Connect is Amazon's service for Interactive Voice Response (IVR) in the contact center.

Amazon Connect Introduction

Amazon Connect boasts a unified user interface encompassing both voice and chat functionalities for contact routing, queuing, analytics, and management. Amazon Connect activities empower users to initiate outbound phone calls, fostering seamless automation between UiPath and Amazon Connect.

Amazon Connect Activities for UiPath

These activities establish an authenticated connection to your AWS resources via the Amazon Connect Scope activity.

Establishing an Authenticated Connection

To establish an authenticated connection, the Amazon Connect activities need authorization from the AWS Identity and Access Management (IAM) service.

Setting Up AWS IAM Authorization

To enable AWS IAM authorization, you create or use an existing IAM user and generate access keys (Access Key Id and Secret Access Key).

When creating your IAM user, you assign the policies and permissions that specify the resources your Robot can access (e.g., AmazonConnectFullAccess).

Integration of Amazon Connect Activities

After creating your IAM user and assigning your policies, you enter the Access Key Id and Secret Access Key in the Amazon Connect Scope activity. When you run your automation project, the keys are used to sign the API requests being made by each of the activities.

Once the connection is established, you can effortlessly integrate Amazon Connect activities into new automation projects or seamlessly integrate them into existing ones.

Preparing for Project Development

Before you build your first project, complete the steps in the Setup guide.

Upon the successful completion of the setup steps, please refer to the Quickstarts guide. These guides provide step-by-step instructions to facilitate the creation of functional samples for various activities. This will enable you to validate the connection with your registered app and gain familiarity with input/output properties.

Activities in the Amazon Connect Activities Package

The following activities are included in the Amazon Connect Activities Package:

Amazon Connect Scope

This activity establishes an authenticated connection between UiPath and your AWS resources using your IAM credentials.

Make voice call

This activity facilitates outgoing voice calls, directing them to an Amazon Connect contact flow.

Applications of the Amazon Connect Activities Package

The Amazon Connect Activities Package can be utilized in various scenarios:

• Customer Service and Support: Enhance customer service and support operations by automating call center activities.
• Customer Onboarding and Account Verification: Automate the onboarding process for new customers by verifying their identity over the phone.
• Authentication and Access Control: Use voice-based authentication to verify users' identities for secure access to systems or services.