Amazon Simple Email Service (Amazon SES) captures emails received at corporate email exchange. Amazon SES writes the raw payload to Amazon Simple Storage Service (Amazon S3) and triggers a notification through Amazon Simple Notification Service (Amazon SNS). This notification is captured by an AWS Lambda function that triggers the email responder workflow. The email responder workflow performs the following tasks: a.) uses Amazon Comprehend for language, sentiment, and keyword extraction, b.) uses Amazon Translate for any preferred language translation for the agent, c.) calls intent extraction and next-best-action model endpoints deployed on Amazon SageMaker for better routing and responding of the email message, d.) performs data looks from the enterprise data lake and ODS stores, e.) updates the transactional data stores with relevant updates and feeds enterprise data lake using Amazon Kinesis Data Firehose. Based on confidence and completeness of the response email, the email responder workflow either sends a response email via email platform services such as Amazon SES or routes the email to the right queue for the customer service agent to pick up. From the data collected, the intent extraction and next-best-action models are continuously improved using Amazon SageMaker GroundTruth and Amazon SageMaker. Personalized email campaigns, additional email analytics, and reporting can be performed using
