Consumer Cellular — native Connect agent assist¶
Status: Current | Last reviewed: 2026-10-05
Use Amazon Connect's native agent workspace for a live call with Margaret Wilson. The demo covers payment guidance, manual knowledge search, notes and a prior support case. Every customer record, payment, plan and device detail is fictional.
Prepare the agent¶
- Sign in to
dcc-dev-main-connect.my.connect.awsas erigolden@deloitte.com, open the native agent workspace and set Available. The demo routes directly to this agent. - Refresh the AI agents page after the assistant recovery. The four
ConsumerCellular_feature agents should be present, with an assistance orchestrator also configured. - Before presenting, confirm that AI-generated note taking is enabled for the instance and available in the workspace. Publishing its agent alone does not prove this setting. A live console check is still outstanding.
- Check Margaret Wilson's photo-message case is open. Its initial history says a cellular-data check was suggested but deferred. Reopen and restore that starting summary after a previous rehearsal if necessary; retain previous rehearsal comments and mark the new rehearsal clearly.
- Have a second person dial +1 800-990-7974 and play Margaret. Any caller number receives Margaret's synthetic account context.
The line announces the demonstration and recording before transfer. Margaret's profile and photo-message case are configured to open with the contact. If they do not appear, find Margaret by account CC-DEMO-ACCOUNT-0147 in Customer Profiles and open Photo messages fail away from home in Cases.
Rehearse the call¶
| Moment | Caller says | Agent demonstrates |
|---|---|---|
| Payment concern | “Hello, this is Margaret. Did my automatic payment go through? I don't want to pay it twice.” | Use the answer recommendation. Confirm $42.50 received September 27, 2026, for September, with $0 balance. |
| Reference | “Could you give me a reference for my paperwork?” | Read CC-DEMO-PAY-0927-0147. Add a native case comment if useful. This does not send an email or SMS. |
| Previous issue | “I still can't send my granddaughter a photo of my tomatoes when I'm away from home.” | Open the prior photo-message case and request its AI summary. It should say the previous check was deferred and no repair was confirmed. |
| Manual search | “It works on the Wi-Fi at home.” | Search photos send on Wi-Fi but not cellular data iPhone. Follow the retrieved article, giving one instruction at a time. |
| Confirmed result | “Cellular Data was off. I've switched it on, and the photo has sent now.” | Record the customer's confirmation. Only now describe the problem as resolved. |
| Wrap-up | “That's everything. Thank you for being patient with me.” | Request Generate notes, review the draft, save relevant notes and update the case. |
For the opening payment question, a useful manual-search fallback is Margaret September AutoPay received payment balance. Knowledge articles contain alternate payment states, so confirm the result refers to Margaret.
What to show in each feature¶
Answer recommendation: Ask the caller to state the billing issue clearly. Read the generated suggestion and its source before using it. The answer should reassure Margaret that the identified bill was paid; it should not ask for another payment or claim anything about future bills.
Manual Search: Enter the photo-message question in the assistant panel. Show the source article and the next suggested device check. The agent provides instructions; the demo does not control the handset.
Case Summarization: Open the photo-message case and use its summary control when available. The initial summary should preserve chronology: photos work on home Wi-Fi, fail away from home, calls work, and the prior check was deferred. The seeded case summary is existing data; do not present that text alone as proof that AI generated a new summary.
Note Taking: Request notes mid-call to show unresolved troubleshooting, then again after Margaret confirms success. Review amounts, dates, completed steps and commitments before saving. Generated notes should follow what was actually said, not assume the scripted resolution occurred.
Case actions and repeat calls¶
Native Cases is the action surface for this phase. Add a comment, update the case summary, and close the photo-message case after the caller confirms success. If the caller does not confirm success, leave the case open and record the next agreed step. Saying a callback is needed does not book one.
Repeated calls use the same profile and cases. Prior rehearsal changes and comments remain visible. Before the next presentation, reopen the photo-message case and set its summary to:
Margaret can send a garden photo on home Wi-Fi but has not been able to send it away from home. Calls still work. The previous agent suggested checking cellular data; Margaret deferred the check. No handset check or resolution has been confirmed.
Current validation limits¶
Configuration, published resources, case/profile links, phone routing and knowledge retrieval have been checked through AWS APIs. A complete live call in the native workspace has not yet been verified. A synthetic chat confirmed native assistant session creation, but its unattended generation probe returned Target entity not found. This remains unresolved pending the signed-in agent check. Confirm automatic recommendations, generated case summaries and generated notes during rehearsal before presenting them.
If AI assistance fails, record the contact ID and the displayed error. The flow still attempts to connect the human agent. If the contact waits in queue, check that erigolden@deloitte.com is Available and able to accept voice.
A custom desktop is not required for this demo. A future third-party integrated app may add explicit simulated actions or additional recommendations.