Question #932
A company's Amazon Connect contact center is experiencing an influx of fraudulent calls, causing increased costs and reduced agent productivity. The company needs a solution enabling agents to immediately report fraudulent numbers during a call, blocking them from reaching agents in the future while maintaining operational efficiency.
What is the MOST operationally efficient solution?
Enhance the Contact Control Panel (CCP) with a 'Report Fraud' button that triggers an AWS Lambda function to update contact attributes via the UpdateContactAttributes API. Store fraudulent numbers in an Amazon DynamoDB table. Update contact flows to check these attributes and use Lambda to interact with DynamoDB.
Implement Amazon Connect Contact Lens to automatically detect fraudulent calls using AI. Configure Contact Lens to log fraudulent numbers in DynamoDB. Modify contact flows to check Contact Lens findings and invoke Lambda for DynamoDB access.
Modify the contact flow to prompt callers for a verification code. If not provided, agents mark it as fraud. Use Lambda to store numbers in DynamoDB and update contact flows accordingly.
Create a dedicated fraud reporting IVR option for agents to transfer calls. Configure the transfer contact flow to invoke Lambda for logging the number in DynamoDB.
Explanation
Option A is the most operationally efficient solution because:
1. Direct Agent Action: The 'Report Fraud' button in the CCP allows agents to report fraud instantly during a call without leaving their workflow.
2. Real-Time Updates: The Lambda function updates contact attributes and stores fraudulent numbers in DynamoDB, enabling immediate blocking for future calls.
3. Automated Blocking: Contact flows check DynamoDB via Lambda to block reported numbers, ensuring scalability and minimal latency.
Other options are less efficient:
- B relies on AI detection (Contact Lens), which may not align with agent-initiated reporting and adds complexity.
- C introduces caller verification steps, slowing down legitimate calls and increasing false positives.
- D requires transferring calls to an IVR, disrupting agent productivity.
Key Points: Use CCP integrations for agent actions, leverage Lambda/DynamoDB for real-time updates, and prioritize minimal workflow disruption.
Answer
The correct answer is: A