Building a Customer-Centric Contact Center in a Regulated Environment

1. Building a Customer-Centric Contact Center in a Regulated Environment Amazon AI Meets Amazon Connect H a n y b a l J a j o o & K e n J a c k s o n

2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “The next generation of call recording will be further enhanced by the adoption of AI services delivered via the Cloud. These services will enable exciting developments such as speech-to-text and sentiment analysis so that call recording and video content can be analyzed more effectively. This will deliver a new level of business intelligence around customer interactions, facilitated by call recording content. — S i m o n W h a t l e y , T o l l r i n g

3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Agenda • Customer expectation and regulatory compliance pressures • Amazon AI services in customer communications • Amazon Connect: self-service, cloud-based contact centers • Demo: AI driven customer centric experience with AWS

4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Customer Experience Challenges The customer experience: • Static and unintuitive • Impersonal • Repetitive The agent experience: • Frustrated customer • No insight into context • Leads to high attrition rates

5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Regulatory Compliance Challenges B a n k s n e e d a f l e x i b l e , a g i l e p l a t f o r m t o m e e t r e g u l a t o r y r e q u i r e m e n t s Complying with global regulations, such as the SEC’s data retention rule, GDPR, MiFID II, PCI, etc., requires different capabilities: • Ability to record, store, delete calls as required • Ability to prove calls were recorded • Ensure the recordings capture information required • Ensure all parties are recorded • Scale and the cost associated with operating and storing recordings

6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Building a Customer-Centric Contact Center W h i l e m e e t i n g t h e r e g u l a t o r s ’ r e q u i r e m e n t s • Self-service is handling most routine inquiries and transactions • Agents are receiving increasingly complex issues and frustrated customers • Coaching and collaboration among agents and supervisors is key to employee and customer satisfaction and retention • Cost pressures are leading to automation • Data should be used to provide targeted agent training and system enhancements • Use of deep multi-channel integration to anticipate the customer’s needs

8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Integrated development in the AWS console Trigger Lambda functions Multi-step conversations One-click deployment Enterprise connectors Fully managed Amazon Lex B u i l d i n t e l l i g e n t c o n v e r s a t i o n a l a p p l i c a t i o n s

9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Polly T u r n t e x t i n t o l i f e l i k e s p e e c h u s i n g d e e p l e a r n i n g Wide Selection of Voices and Languages Synchronize Speech Fine-grained Control Unlimited Replay

10. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Transcribe A u t o m a t i c c o n v e r s i o n o f s p e e c h i n t o a c c u r a t e , g r a m m a t i c a l l y c o r r e c t t e x t Support for telephony audio Timestamp generation Intelligent punctuation and formatting Recognize multiple speakers Custom vocabulary Multiple languages

11. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. D i s c o v e r i n s i g h t s a n d r e l a t i o n s h i p s i n t e x t Amazon Comprehend Entities Key Phrases Language Sentiment Amazon Comprehend

12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. N a t u r a l a n d f l u e n t l a n g u a g e t r a n s l a t i o n Amazon Translate Real-time translation Batch analysis Automatic language recognition Low cost

14. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. A m a z o n C o n n e c t Real time and historical analytics Skills-based routing [Automatic Call Distribution (ACD)] 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 needs Call recording

19. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Thank you. Your credit card is now unlocked and you should be able to proceed with the transaction. Sure, the code is 123456 Great. Thank you!Data Dip CRM content Hi Hanybal, based on unusual activity, we have locked your Credit Card. Is your call related to this? If so, please enter the onetime code sent to your phone. Incoming customer call Contact Flow Engine: Customer Experience

20. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Natural Amazon Lex the same technology that powers Alexa Dynamic Answer customer questions before they are even asked Personal Contact flows adapt on a per customer basis Thank you. Your credit card is now unlocked and you should be able to proceed with the transaction. Sure, the code is 123456 Great. Thank you!Data Dip CRM content Incoming customer call Hi Hanybal, based on unusual activity, we have locked your Credit Card. Is your call related to this? If so, please enter the onetime code sent to your phone. Contact Flow Engine: Customer Experience

21. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows Open 100% cloud-based Amazon Connect Differentiators

22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Open Platform / Easy Integrations Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel

23. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Your Amazon S3 Storage (encrypted KMS) Call Recordings Open Platform / Easy Integrations

24. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Your Amazon S3 Storage (encrypted KMS) Call Recordings Your Data Warehouse Metrics Open Platform / Easy Integrations

25. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Your Amazon S3 Storage (encrypted KMS) Call Recordings Your Data Warehouse Metrics Workforce ManagementAgent Data Open Platform / Easy Integrations

26. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows Open The AWS ecosystem 100% cloud-based Amazon Connect Differentiators

29. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon AI Contact Center Experiences Translate Transcribe Comprehend Lex Polly Connect Recordings Chatbot Prompts Sentiments Multi Language

30. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Takeaways W h a t d i d w e d i s c u s s ? • Amazon Connect • Based on the same technology that powers the Amazon contact center • Scales on demand to meet any capacity needs • Variable-cost model based on consumption • Open and extendable, easy integration with Amazon AI and other services • Meets regulatory requirements, flexible call recording • Amazon AI Services • Build once, integrates to provide an omnichannel experience • Using AI language services to enhance customer experience

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Building a Customer-Centric Contact Center in a Regulated Environment

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