How Do Smart Tools Work? (Engage Legacy)

Smart Tools are based on Generative AI technology. In order to utilise Generative AI, Local Measure has built integrations with a range of AI Services, enabling access to their Generative AI models.

This article explains the architecture behind our Smart Tools functionality.

Smart Tools Architecture

We provide a BYO AI Service model, enabling customers to choose which AI tools they want to utilise.

‍

Smart Notes Data Processing

‍

Local Measure ensures that we never store your PII. Your PII will remain within your Amazon Connect environment as well as your chosen AI Service environment.

‍

Local Measure will not have any access to your PII data

AI Services will exist within your own environments

This includes your AWS (Connect) environment as well as your chosen AI Services environment

The Engage AI Service will be deployed to your Amazon Connect environment. It consists of a number of elements including Lambda function and API Gateway.
This will be used to:

Send context (including transcripts) along with prompts from your Amazon Connect environment to your AI Service

Receive the result from the AI Service

Send feedback to Local Measure

Customer data is not used for training models

‍

What data is used as input to the model?

Transcripts will be sent from your Amazon Connect environment to your selected AI Service

The transcripts will be included as part of the prompt, as defined by Local Measure

The transcripts are either the text directly from a chat or transcripts generated by Amazon Contact Lens

The prompt will not have any data that relates to your account nor any contacts/customer data