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311 Voice Deflection

A multilingual voice front-end on a 311 line, built entirely on AWS and sitting over the same Salesforce routing engine that powers the on-screen console. One brain, two front-ends.

In short

311 Voice Deflection is a multilingual voice front end on a 311 line, built entirely on AWS and sitting over the same routing engine that powers the on-screen staff console, so voice and screen always agree. A caller speaks naturally in English, Spanish, or Chinese; the voice layer transcribes and understands the request and hands it to the routing engine. Routine requests become a case and are resolved on the call, while unclear or urgent calls transfer straight to a live agent. Because one engine drives both the phone line and the console, the logic never drifts between the two. This is a working demo built to prove the pattern, not yet a live production deployment.

Amazon ConnectAmazon LexNova SonicSalesforceLambda
All-AWSVoice over a Salesforce brain
MultilingualEnglish, Spanish, Chinese
Deflect or transferRoutine vs live agent
The problem

A 311 line takes the same routine requests over and over, mixed with the occasional urgent or unclear call that genuinely needs a person.

Every one of those calls tied up a live agent, whether it needed one or not.

How it works

Listen in any language, route on one brain, deflect or transfer.

01

Listen in any language

The caller speaks naturally; the voice layer transcribes and understands the request across multiple languages, then hands it to the routing engine.

02

Route on one brain

The same Salesforce engine behind the staff console decides the outcome, so voice and screen always agree.

03

Deflect or transfer

Routine requests become a case and are resolved on the call; unclear or urgent ones are handed straight to a live agent.

What shipped

Routine requests are handled end to end on the call, so agents get the ones that actually need a human.

Voice and the staff console share a single engine, so the logic never drifts between the two.

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