Can AWS Connect have Bi-directional communication over kinesis video stream with an external application.

Question

Hello Everyone,

I want to configure AWS Connect to stream a call from the customer to an external VoiceBot that sends back an audio response to the same connection in AWS Connect which is sent to the customer. I was able to stream audio to an external transcription service like Deepgram using their example (https://github.com/deepgram/amazon-connect-integration) but this only allows for streaming audio from Connect to and external service via KMS but not sending a response back like as in Websocket bi-directional communication. Is this possible?

Burak_A · Answer

The goal is streaming here, as you mention to consume and be able to process the audio outside of Amazon Connect and it's one way. Real-time transcription is a good use case for it.

But why would you need bi-direction connection here? Do you want to barge-in to the call and stream back some audio? If that's the case; one option can be streaming out, processing it, then on client side (https://github.com/amazon-connect/amazon-connect-streams) you can do some development to consume the processed data and play back to agent. For such designs always you should consider the latency.

Can AWS Connect have Bi-directional communication over kinesis video stream with an external application.

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