AWS Certified Solutions Architect – Professional — Question 927

A company wants to replace its call center
system with a solution built using AWS managed services. The company call center would like the solution to receive calls, create contact flows, and scale to handle growth projections. The call center would also like the solution to use deep learning capabilities to recognize the intent of the callers and handle basic tasks, reducing the need to speak to an agent. The solution should also be able to query business applications and provide relevant information back to callers as requested.
Which services should the Solutions Architect use to build this solution? (Choose three.)

Answer options

• A. Amazon Rekognition to identify who is calling.
• B. Amazon Connect to create a cloud-based contact center.
• C. Amazon Alexa for Business to build conversational interfaces.
• D. AWS Lambda to integrate with internal systems.
• E. Amazon Lex to recognize the intent of the caller.
• F. Amazon SQS to add incoming callers to a queue.

Correct answer: B, D, E

Explanation

Amazon Connect provides the core cloud contact center functionality, including call routing and contact flows. Amazon Lex uses deep learning for automatic speech recognition and natural language understanding to determine caller intent, while AWS Lambda acts as the integration layer to query backend business systems and retrieve information. Other services like Amazon Rekognition (for image/video analysis) and Amazon SQS (not designed for voice call queuing) do not meet the specified functional requirements.