AIML Webinar - Modernize Citizen Services

2. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What to expect from this webinar? We will explore how to use AWS artificial intelligence services to create better customer experiences, improve agent efficiency, and surface meaningful insights for contact center managers and supervisors. Understanding your customers is easier today than ever before. Natural language capabilities can capture a wealth of information, such as user sentiment and conversational intent.

3. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Agenda - Contact Center Modernization - AWS Services - Self-Service Example - Use Case Demo - Transcribe Analytics Demo - Wrap-up

5. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Typical on-premises contact center stack Customer Agent CTI Speech Recognition PBX Connectivity Call Routing Call Recording Interactive Voice Response Carrier Connectivity

6. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Typical on-premises contact center stack Customer Agent CTI Speech Recognition PBX Connectivity Call Routing Call Recording Interactive Voice Response Carrier Connectivity Reporting

7. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Heavy professional services Hardware, telephony integration, space Complex pricing Security, scalability, reliability Difficult integrations Cumbersome tools Technology impacts customer satisfaction

8. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Technology impacts customer satisfaction Customer Agent Call Routing Call Recording Interactive Voice Response Reporting CTI Speech Recognition PBX Connectivity Carrier Connectivity Amazon Connect simplifies this dramatically

9. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Customer Service at Amazon Millions of customers Dozens of languages 32 countries Over 70,000 customer service associates

10. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Easy to use, cloud-based contact center solution that scales to support businesses of any size Skills-based routing Real-time and historical analytics High-quality voice capability Call recording Amazon Connect With tools that grow with your needs!

11. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Connect differentiators No-hassle telephony 10 years of experience Pay-as-you-go pricing Dynamic, personal, and natural contact flows Simple self-service Open extensible platform 100% cloud-based AI enabled Amazon Connect

13. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark The power of AWS Security AWS Identity and Access Management AWS Directory Service Analytics Amazon Athena Amazon Kinesis Amazon Glue Amazon QuickSight AI Amazon Lex Amazon Polly Amazon Transcribe Development AWS Lambda Amazon API Gateway AWS Step Functions Database Amazon DynamoDB Amazon Redshift Amazon RDS Messaging Amazon Pinpoint Amazon Simple Notification Service Amazon Simple Email Service Management Amazon CloudWatch AWS CloudFormation AWS CloudTrail Storage Amazon S3 Amazon Glacier Amazon Comprehend Amazon Translate

14. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Create conversational interfaces for speech and text, powered by the same technology as Alexa Enterprise Ready: Scalable, Versioning and alias support Build once and integrate with multiple platforms Includes efficient and intuitive tools to build conversations; scales automatically Amazon Lex Continuous Learning: monitor and improve your bot

15. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Transcribe Amazon Transcribe is a fully managed and continuously trained automatic speech recognition service powered by deep learning models. Developers can use Amazon Transcribe to easily add speech-to-text capabilities to their applications.

16. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Transcribe Features Speaker Identification Channel Identification Streaming Transcription Language Support US English US Spanish Australian English Canadian FrenchBritish English Word-level Time Stamps Punctuation and Capitalization Word-level Confidence Scores Custom Vocabularies ItalianBrazilian Portuguese French Korean German ES Spanish

17. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Transcribe – Popular use cases Media Subtitles Contact Center Analytics Business Productivity Court Depositions Video Game Chat Accessibility

19. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Comprehend Amazon Comprehend is a natural language processing service that uses machine learning to find insights and relationships in text.

20. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Comprehend Natural Language Processing Sentiment Entities LanguagesKey phrases Topic modeling

21. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Comprehend Extract insights from text Amazon.com, Inc. is located in Seattle, WA and was founded July 5th, 1994 by Jeff Bezos. Our customers love buying everything from books to blenders at great prices Named Entities - Amazon.com: Organization - Seattle, WA: Location - July 5th,1994: Date - Jeff Bezos: Person Keyphrases - Our customers - books - blenders - great prices Sentiment Positive Language English

22. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Amazon Comprehend Use cases Voice of Customer Analytics Semantic Search Knowledge Management/Discovery Analyzing what customers are saying about your brand, products and services Making search smarter by searching on key phrase, sentiment and topic Organizing documents, categorizing by topic and personalizing experiences

24. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark • Regional Utility services (Business/Residential) • Storm interrupts service to subset of customers • Customers want to report/get status on outage • Need for customer feedback on impact • Subset of Agents impacted by a storm • Spike in Call Volume/Reduced staff • Long hold times and poor customer sat Business Challenge: Utility Service Interruption Use Case: Business Scenario:

27. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark I to a “I need to report a power problem at my house.” Automatic Speech Recognition Report Outage Home Location Natural Language Understanding Intent/Slot Model Utterances Utility Company Chatbot Intent Report Outage Location Slot House “You are the x caller to report an outage in this location, the estimated time to resolution is yyy.” Amazon Polly “You would like to report a power outage at your home location?” need report power problem at my house Self Service

28. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark • Contact Center providing non-emergency municipal services • ~80% of calls are informational or require transfers • ~40% of calls are simply transferred to another agency/entity • Budget decreases, not increases • Data is not easily accessible – need agent assistance in tagging calls • Need faster visibility in to citizen complaints – raise awareness • Need to use automation to provide self service and automated transfers Business Challenge: Citizen Services / Inquiry: Business Scenario:

30. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Contact Center Insights Architecture Contact Trace Record (CTR) Recorded Call Start Job Is Job Done? NLP Insights and Dashboards upsert Amazon Connect

32. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. M L F R A M E W O R K S & I N F R A S T R U C T U R E A I S E R V I C E S R E K O G N I T I O N I M A G E P O L L Y T R A N S C R I B E T R A N S L A T E C O M P R E H E N D L E XR E K O G N I T I O N V I D E O Vision Speech Language Chatbots A M A Z O N S A G E M A K E R B U I L D T R A I N F O R E C A S T Forecasting T E X T R A C T P E R S O N A L I Z E Recommendations D E P L O Y Pre-built algorithms & notebooks Data labeling (G R O U N D T R U T H ) One-click model training & tuning Optimization (N E O ) One-click deployment & hosting M L S E R V I C E S F r a m e w o r k s I n t e r f a c e s I n f r a s t r u c t u r e E C 2 P 3 & P 3 N E C 2 C 5 F P G A s G R E E N G R A S S E L A S T I C I N F E R E N C E Reinforcement learningAlgorithms & models ( A W S M A R K E T P L A C E F O R M A C H I N E L E A R N I N G ) Artificial Intelligence (AI) & Machine Learning (ML)

33. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Getting Started Need help getting started? - https://aws.amazon.com/connect/resources/ - Listen to Amaysim and eHealth Direct discuss the use of Amazon Connect

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