AI Powered Conversational Interfaces

1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Matt Pitchford 01.10.18 AI Powered Conversational Interfaces Personalised Chatbots to Drive New Financial Services Experiences

2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What we will cover… • Conversational AI: Computers That Talk - Why the Voice of the Customer is Growing • Freeing up Data with Conversational Chatbots - Which,What,Hows…

5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. It is currently 78 degrees. Today in Washington, you can expect more of the same, with… What’s the weather like? How hot is it outside? Tell me the forecast. Short sleeves are the way to go today. No rain in sight.

9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Developer challenges Conversational interfaces need to combine a large number of sophisticated algorithms and technologies Speech Recognition Language Understanding Business Logic Disparate Systems Authentication Messaging platforms Scale Testing Security Availability Mobile

11. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Two Common Chatbot Development Approachess Retrieval Chatbot Create a rule-based system to answer questions which are defined in closed domain with fixed known answers: • Well suited to slow paced and structured data • Can support simple queries Generative Chatbot Use Machine Learning and AI to deliver sophisticated answers to complex queries using trained models: • Well suited to fast changing and unstructured data • Can support more complex queries “reset password” “What is the sentiment of $companyABC stock today?”

12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Error and Feedback Mechanism Natural Language Understanding & Processing Architecture: Components to Build a Chatbot User Interface User Context Fulfilment Engine Analytics and Reporting Integration

14. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Lex Voice and text “chatbots” Powers Alexa Voice interactions on mobile, web, and devices Text interaction with Slack, Twilio SMS, and Facebook Messenger Enterprise connectors Improving human interactions… • Contact, service, and support center interfaces (text + voice) • Employee productivity and collaboration (minutes into seconds)

15. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Conversation flow Utterances Spoken or typed phrases that invoke your intent BookHotel Intents An intent performs an action in response to natural language user input Slots Slots are input data required to fulfill the intent Fulfillment Fulfillment mechanism for your intent

17. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What is QnABot? QnABot uses Amazon Lex and Amazon Alexa to provide a natural language interface to a “Question and Answer” knowledge base, so your users can just ask their questions and get quick and relevant answers.

18. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. When to use QnABot When you want to automate answering natural language questions. From content, you control (using many ‘doors’): • Text chat and/or voice on their website, or 3rd party messaging app • Alexa • or through Amazon Connect call center The QnABot is easy and quick to install and use. AWS expertise is not required.

22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Many Opportunities to gain Insight from Data • How do we deliver the ability to ask questions on data? • Evolve Chatbot to use models: • Serve customers better with the data that you have • Benefit from uncatalogued dark data that you are currently not analysing or data which may be changing at rapid pace Operational DBMS, Knowledge Repos IoT, Social, Web etc. Structured Unstructured Dark Data Unused Customer, Transactional & Document Repositories etc.

23. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Good AI Chatbots Solve Some Of The Hardest Problems In Computer Science Learning Language Perception Problem Solving Reasoning

25. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The Amazon Machine Learning Stack FRAMEWORKS & INTERFACES Caffe2 CNTK Apache MXNet PyTorch TensorFlow Chainer Keras Gluon AWS Deep Learning AMIs Amazon SageMaker Rekognition Transcribe Translate Polly Comprehend Lex PLATFORM SERVICES APPLICATION SERVICES

27. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Error and Feedback Mechanism Natural Language Understanding & Processing Architecture: Chatbot Components Overview User Interface User Context Fulfilment Engine Analytics and Reporting Integration ML Models

29. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Data Visualization & Analysis Business Problem – ML problem framing Data Collection Data Integration Data Preparation & Cleaning Feature Engineering Model Training & Parameter Tuning Model Evaluation Are Business Goals met? Model Deployment Monitoring & Debugging – Predictions / Answers YesNo DataAugmentation Feature Augmentation Artificial Intelligence/Machine Learning Process Re-training • Help formulate the right questions • Domain Knowledge

30. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Data Visualization & Analysis Business Problem – ML problem framing Data Collection Data Integration Data Preparation & Cleaning Feature Engineering Model Training & Parameter Tuning Model Evaluation Are Business Goals met? Model Deployment Monitoring & Debugging – Predictions YesNo DataAugmentation Feature Augmentation Integration: The Data Architecture Retraining • Build the data platform: • Amazon S3 • AWS Glue • Amazon Athena • Amazon EMR • Amazon Redshift Spectrum

31. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon SageMaker 1 2 3 4 I I I I Notebook Instances Algorithms ML Training Service ML Hosting Service A fully managed service that enables data scientists and developers to quickly and easily build machine- learning based models into production smart applications.

32. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Model Hosting (SageMaker) Calculate Features Reader Cleanser Processor Data Lookup Training Feature Store Model Training (SageMaker) Algorithm Model Client Answers Service Amazon SageMaker Amazon SageMaker Generative Chatbot: Fulfilment Architecture using AWS SageMaker

34. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Bots Complement use of AI/ML within FSI • Claims fraud detection • Sales practices / transaction surveillance • Investigations optimization • Regulatory mapping • Automated underwriting • Automation claims adjusting / claims handling • Claims image analyses • Verification of coverages • Corporate actions • Identification of product gaps & opportunities • Churn analyses • Lapsation analyses • Automated prompts to CSRs and producers • Portfolio management/ robo-advising • Algorithmic trading • Sentiment/news analysis • Valuation calculations • Anticipatory & contextual offers • Propensity to buy • Householding information • Tighter personas / segment of one Compliance, surveillance, and fraud detection Next-best action & next- best offer Automated workflow & processing Portfolio / hedging strategies Long-term customer value Financial institutions are increasingly investing in AI/ML thanks, in part, to the availability of cost-effective, easy-to-use, and scalable cloud-based AI/ML services.

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