(Legacy) Self-service issues - Amazon Connect
Unexpected escalationUnexpected termination

(Legacy) Self-service issues

The following issues are specific to legacy self-service.

Customers are unexpectedly receiving "Escalating to agent..."

Unexpected agent escalation occurs when there's an error during the self-service bot interaction or when the model doesn't produce a valid tool_use response for SELF_SERVICE_PRE_PROCESS.

Troubleshooting steps

  1. Check the Connect AI agent logs: Examine the completion attribute in the associated log entry.

  2. Validate the stop reason: Confirm that the stop_reason is tool_use.

  3. Verify parsed response: Check if the parsed_response field is populated, as this represents the response you'll receive from the model.

Known issue with Claude 3 Haiku

If you're using Claude 3 Haiku for self-service pre-processing, there's a known issue where it generates the tool_use JSON as text, resulting in a stop_reason of end_turn instead of tool_use.

Solution: Update your custom prompt to wrap the tool_use JSON string inside <tool> tags by adding this instruction:

You MUST enclose the tool_use JSON in the <tool> tag

Self-service chat or voice call is unexpectedly terminating

This issue can occur due to timeouts from Amazon Lex or incorrect Amazon Nova Pro configuration. These issues are described below.

Timeouts from Amazon Lex

  • Symptoms: Amazon Connect logs show "Internal Server Error" for the Get customer input block

  • Cause: Your self-service bot timed out while providing results within the 10-second limit. Timeout errors won't appear in Connect AI agent logs.

  • Solution: Simplify your prompt by removing complex reasoning to reduce processing time.

Amazon Nova Pro configuration

If you're using Amazon Nova Pro for your custom AI prompts, ensure that the tool_use examples follow Python-compatible format.