Amazon Connect - Is it possible to record call between bot and customer?

Question

I've been attempting to record a call between a bot and a customer. However, the recording function seems to activate only when the customer is connected to a live agent. Is there a viable solution for this issue? Despite thoroughly examining the available documentation, I've been unable to find a relevant resolution.
- https://docs.aws.amazon.com/connect/latest/adminguide/set-up-recordings.html
- https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html

ClarenceChoi · Accepted Answer

Here is an example git repo on how to utilize KVS from Amazon Connect to record and analyze the conversation before agent
https://github.com/amazon-connect/amazon-connect-realtime-transcription

When using Lex's Conversational Log (transcript and/or Audio to S3), it is only recording what the caller is saying but not how Lex is responding, so you will get multiple wav files per utterance, and then you need to stitch it together.

Here are more reference documentation on KVS with Connect
https://docs.aws.amazon.com/connect/latest/adminguide/access-media-stream-data.html

https://docs.aws.amazon.com/connect/latest/adminguide/use-media-streams-blocks.html

For Lex v2
https://docs.aws.amazon.com/lexv2/latest/dg/conversation-logs.html

If you only interested in the Lex portion, I recommend to start with using Conversational Log and all the recent analytics capability of Lex should help you out.  
https://docs.aws.amazon.com/lexv2/latest/dg/analytics.html

DanB · Answer

There are ways to do this

1 - Use the LEX conversational logs. This will be the transcript.

2 - Use Kinesis Video Stream to fork the audio, and then post process the KVS in lambda to get the WAV file.

Thanks
Dan

CX.studio

dmacias · Answer

If you’re imagining a single recording with lex, and maybe DTMF, and then the agent, the answer is no. Perhaps if you forked the call in your SBC before sending it to Connect, but natively what you’re looking for is not possible.

David

Amazon Connect - Is it possible to record call between bot and customer?

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