{"id":31902,"date":"2022-08-03T21:36:31","date_gmt":"2022-08-03T16:06:31","guid":{"rendered":"http:\/\/ismiletechnologies.com\/?p=31902"},"modified":"2022-08-17T17:29:10","modified_gmt":"2022-08-17T11:59:10","slug":"deploying-aws-based-customer-service-applications-using-automation-terraform-ci-cd","status":"publish","type":"post","link":"https:\/\/ismiletechnologies.com\/en_us\/automation\/deploying-aws-based-customer-service-applications-using-automation-terraform-ci-cd\/","title":{"rendered":"Deploying AWS-based Customer Service Applications Using Automation (Terraform, CI\/CD)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"31902\" class=\"elementor elementor-31902\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ac50799 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ac50799\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d8bfdd9\" data-id=\"d8bfdd9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-53b0ce4 elementor-widget elementor-widget-text-editor\" data-id=\"53b0ce4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Delivering high-quality products to your customers is necessary for any business, and all product delivery necessitates diligent and swift customer support.\u00a0\u00a0\u00a0<\/p><p>ISmile Technologies used Amazon Connect and other <span style=\"color: #14a49c;\"><a style=\"color: #14a49c;\" href=\"http:\/\/ismiletechnologies.com\/amazon-web-services\/\">AWS AI-enabled services<\/a><\/span> to create seamless, scalable, and automated customer support processes for a major insurance provider.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c28872 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1c28872\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a5f095d elementor-widget elementor-widget-heading\" data-id=\"a5f095d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Technologies Used  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96b9927 elementor-widget elementor-widget-text-editor\" data-id=\"96b9927\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Terraform for deploying AWS infrastructure as code\u00a0\u00a0<\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">Amazon Connect for creating contact center infrastructure and integration with AWS services\u00a0\u00a0<\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">Amazon Lex for AI-enabled speech recognition, conversion to text, and chatbot enablement\u00a0\u00a0<\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\">Amazon Polly for transmitting text to speech to contact center user\u00a0\u00a0<\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span style=\"color: #14a49c;\">AWS Lambda<\/span> for driving conversation tree logic and response handling\u00a0\u00a0<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de7b8f2 elementor-widget elementor-widget-heading\" data-id=\"de7b8f2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What\u2019s the big picture?\u00a0\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97c1aa1 elementor-widget elementor-widget-text-editor\" data-id=\"97c1aa1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>After bringing all these services together, the contact center solution architecture we created followed a format akin to the following.\u00a0\u00a0<\/p><p>How did our contact center solution architecture work in practice?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fcbc946 elementor-widget elementor-widget-text-editor\" data-id=\"fcbc946\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ol><li><span data-contrast=\"none\">A customer would call using a phone number handled by Amazon Connect (or they would enter the contact center via chat portal).\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li><li><span data-contrast=\"none\">Amazon Connect would then pass the customer\u2019s context to its Amazon Connect Contact Flow hook to Amazon Lex so the customer could converse with the virtual agent.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li><li><span data-contrast=\"none\">The Amazon Lex virtual agent would receive the user\u2019s speech, convert it to text, and deliver that text to the AWS Lambda conversation tree logic.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li><li><span data-contrast=\"none\">AWS Lambda will take the information delivered by Amazon Lex to perform an action or give a response back in text format.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li><li><span data-contrast=\"none\">Amazon Lex will convert AWS Lambda\u2019s response to speech via Amazon Polly and relay it back to the customer.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-012078a elementor-widget elementor-widget-text-editor\" data-id=\"012078a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>As the conversation continues, steps 2 through 5 will repeat until completion.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e19549 elementor-widget elementor-widget-heading\" data-id=\"4e19549\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What\u2019s the point?\u00a0\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d88e460 elementor-widget elementor-widget-text-editor\" data-id=\"d88e460\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Our solution utilizes Terraform and a CI\/CD pipeline to automatically provision the resources used and uses a security baseline to guarantee compliance requirements per organizational needs.\u00a0\u00a0<\/p><p>In particular, this security baseline becomes HIPAA compliant using Zscaler CSPM or DivvyCloud CSPM (<span style=\"color: #14a49c;\"><a style=\"color: #14a49c;\" href=\"http:\/\/ismiletechnologies.com\/cloud-security-managed-services\/\">Cloud Security<\/a><\/span> Posture Management).\u00a0\u00a0\u00a0<\/p><p>As a result of automating customer service delivery and leveraging pay-as-you-go compute services, the major insurance provider benefitted from adopting this architecture through reduced costs and fewer physical agents needing to devote time and energy to handling customer service requests, freeing them up to do more valuable work that would be less forthcoming to automation.\u00a0\u00a0<\/p><p>Thanks to the use of cloud-based technology, this contact center architecture scaled to demand, meaning that the insurance provider did not need to worry about hiring more people to perform customer service and instead let AI do the work for them.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b2b4ffc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b2b4ffc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b79a88e elementor-widget elementor-widget-heading\" data-id=\"b79a88e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d597c3 elementor-widget elementor-widget-text-editor\" data-id=\"1d597c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>In conjunction with AI-enabled AWS services, Amazon Connect can provide your business with a powerful, scalable contact center solution that makes it easy for you to handle and monitor customer service requests on demand.\u00a0\u00a0\u00a0<\/p><p>ISmile Technologies has the skills to securely implement an Amazon Connect solution like the one described in this blog post so that your business can reap the benefits. For more information, <span style=\"color: #14a49c;\"><a style=\"color: #14a49c;\" href=\"http:\/\/ismiletechnologies.com\/request-a-consultation\/\">Get Your Free Consultation<\/a>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-b1d0df0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b1d0df0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-5a4c489\" data-id=\"5a4c489\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-046093d elementor-widget elementor-widget-spacer\" data-id=\"046093d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4fef342\" data-id=\"4fef342\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e2e85f5 elementor-widget elementor-widget-heading\" data-id=\"e2e85f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Cloud Engineer<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72fad9b elementor-widget elementor-widget-heading\" data-id=\"72fad9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Gabriel Chutuape<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eda212f elementor-widget elementor-widget-text-editor\" data-id=\"eda212f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A technology enthusiast passionate about automation, Gabriel Chutuape is a Cloud Engineer at ISmile Technologies. He\u2019s part of the ISmile Technologies Cloud enablement team that help customers to design\/solution\/project engineering, integrating and implementing infrastructure technologies &amp; services.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Delivering high-quality products to your customers is necessary for any business, and all product delivery necessitates diligent and swift customer support.\u00a0\u00a0\u00a0 ISmile Technologies used Amazon Connect and other AWS AI-enabled services to create seamless, scalable, and automated customer support processes for a major insurance provider. Technologies Used Terraform for deploying AWS infrastructure as code\u00a0\u00a0 Amazon [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":31910,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[89],"tags":[],"class_list":["post-31902","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation"],"_links":{"self":[{"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/posts\/31902","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/comments?post=31902"}],"version-history":[{"count":11,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/posts\/31902\/revisions"}],"predecessor-version":[{"id":32159,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/posts\/31902\/revisions\/32159"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/media\/31910"}],"wp:attachment":[{"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/media?parent=31902"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/categories?post=31902"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ismiletechnologies.com\/en_us\/wp-json\/wp\/v2\/tags?post=31902"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}