AWS Webinar - Learn how and why to build conversational chatbots

1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Douglas Park - Solution Architect Learn how and why to build conversational chatbots 31 July 2018

2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Today’s Experience Challenges The customer experience: • Static and unintuitive • Not personalized • No context • Information repeated The agent experience: • Frustrated customer • No context • Leading to high attrition rates

3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Imagine if you could… Create personalized, consistent experiences Anticipate customer needs Optimize agent utilisation Change the role of the agent Increase contact center productivity

4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Over 70,000 Customer Service Associates support Amazon customers around the world Amazon strives to be Earth’s most customer-centric company AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries

5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Solutions in the marketplace couldn’t meet our expectations Heavy Professional Services Hardware, Telephony Integration, Space Complex Pricing Security, Scalability, Reliability Difficult Integrations Cumbersome Tools We needed the right contact center technology to deliver on our promise

6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Real time and historical analytics Skills-based routing Call recording High-quality voice capability Easy to use, cloud-based contact center solution that scales to support businesses of any size With Tools That Grow With Your Customer’s Needs

10. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Contact Flow Engine – Customer Experience Example Ok, you are now booked for a 9:00AM departure tomorrow out of San Francisco, arriving in Seattle at 11:45AM. Can you please rebook me for the same flight tomorrow? Great Thank you!Data Dip CRM content Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Incoming customer call

11. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Self-service configuration Dynamic, personal, & natural contact flows Open platform 100% cloud-based 100% cloud-based

12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Open Platform and Easy Integrations Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Your S3 Storage Call Recordings Your Data Warehouse Metrics Workforce ManagementAgent Data

13. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Self-service configuration Dynamic, personal, & natural contact flows Open platform The AWS ecosystem 100% cloud-based

14. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The Power of AWS – Not Just Amazon Connect Database RDS Dynamo Redshift Management CloudWatch CloudFormation CloudTrail Security IAM Directory Service Messaging Pinpoint SNS SES Development Lambda API Gateway Step Functions Analytics Athena Kinesis Glue QuickSight Storage S3 Glacier AI Lex Polly ComprehendTranscribe

16. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AMAZON LEX Integrated development in the AWS console Trigger Lambda functions Multi-step conversations One-click deployment Enterprise connectors Fully managed Conversational interface for your applications, powered by the same Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) models as Alexa

17. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AMAZON LEX CONCEPTS 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

18. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “BOOK A HOTEL” Book Hotel NYC “Book a Hotel in NYC” Automatic Speech Recognition Hotel Booking New York City Natural Language Understanding Intent/Slot Model “Your hotel is booked for Nov. 30th” Amazon Polly Confirmation: “Your hotel is booked for Nov. 30th” a in “Can I go ahead with the booking?” City: New York City Check In: Nov. 30th Check Out: Dec. 2nd Slots

20. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “BOOK A HOTEL” Book Hotel NYC “Book a Hotel in NYC” Automatic Speech Recognition Hotel Booking New York City Natural Language Understanding Intent/Slot Model “Your hotel is booked for Nov. 30th” Amazon Polly Confirmation: “Your hotel is booked for Nov. 30th” a in “Can I go ahead with the booking?” City: New York City Check In: Nov. 30th Check Out: Dec. 2nd Slots

21. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What did we learn? Amazon Lex Provides the Building Blocks Building your chatbot with Amazon Lex allows you to engage with it through multiple channels. Intelligent Contact Centre Build Contact Centre solutions using Amazon Connect and leverage natural language understanding to drive a great user experience. Leverage the AWS Ecosystem By leveraging the AWS ecosystem you can build deep and smart solution providing fluid integration with your own systems.

22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. How to get started Product Details - https://aws.amazon.com/lex Tutorial - https://amzn.to/2IKIivO AWS Lambda Product Details - https://aws.amazon.com/connect Tutorial - https://amzn.to/2Lmhfsc Product Details - https://aws.amazon.com/lambda Tutorial - https://amzn.to/2KOpzjo Amazon Lex Amazon Connect

23. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Learn from AWS experts. Advance your skills and knowledge. Build your future in the AWS Cloud. Digital Training Free, self-paced online courses built by AWS experts Classroom Training Classes taught by accredited AWS instructors AWS Certification Exams to validate expertise with an industry- recognized credential Ready to begin building your cloud skills? Get started at: https://www.aws.training/

24. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Thank You for Attending We hope you found it interesting! A kind reminder to complete the survey. Let us know what you thought of today’s event and how we can improve the event experience for you in the future. If you have colleagues interested in learning about the business value of chatbots, please refer today’s “Innovate the Customer Experience with Cloud and AI” webinar and learn how nib created nibby – the first chatbot for the Australian Health industry. https://awsinsight.com.au/events/

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