How can financial services companies meet customer demands for personalized, high-quality service while satisfying regulatory requirements? In this session, learn how Amazon Connect, a cloud-based self-service contact center, can integrate with Amazon AI services, such as Amazon Transcribe, Amazon Comprehend, and Amazon Lex, to enable financial institutions to deliver transformational omni-channel experiences to their customers and comply with data protection and retention requirements. Learn how you can use call recordings to gain insight into customer sentiment and the most commonly raised issues during service interactions—all without hosting any infrastructure.

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Ken Jackson & Hanybal Jajoo
Principal Solutions Architect, Global Financial Services
FSI201
Amazon AI Meets Amazon Connect
Building a Customer-centric Contact Center in a
Regulated Environment

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Agenda
• Customer expectations and regulatory compliance pressures demand a new
kind of contact center
• How Amazon AI services are changing customer communications
• Amazon Connect: a self-service, cloud-based contact center
• Demo: Amazon Connect, an AI-driven customer centric experience

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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

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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

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The need for 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
• Most customers try to self-serve via chatbots and online resources before turning to a
contact center
• As a result, contact center 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

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The Brains behind Alexa
Amazon language & speech services

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Integrated
development in the
AWS console
Trigger
AWS Lambda
functions
Multi-step
conversations
One-click deployment Enterprise
connectors
Fully
managed
Amazon Lex
B u i l d I nte l l i g e nt C o nv e rs a t i o n a l A p p l i ca t i o n s

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Omni-channel chatbot experience
Multi-Channel integration
• Mobile App
• Website
• Facebook
• Twilio
• Slack
• Etc.

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“Transfer Money”
Transfer Money
From Account
To Account
Amount
When
“We have transferred $500
from your checking
account to your savings
account”
Amazon Polly
Confirmation: “We have transferred
$500 from your checking account to
your saving account”
“Confirm the transfer
details”
Transfer
Checking
Natural Language
Understanding
move money
checking
Automatic Speech
Recognition
some
from
Slot
Utterances
Checking
Savings
$500
Today
Model/Slot
“Move some money from
my checking account”

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1
2
Define sample
utterances
Define slots
Create bot
Amazon Lex Use Cases

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2
3
Confirm
transaction
Fulfill transaction
1
Elicit
information
Interact with bot
Amazon Lex Use Cases

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Amazon Polly
Tu r n tex t i nto l i fe l i ke 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

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Amazon Transcribe
A u t o m a t i c co nv e rs i o n o f s p e e c h i n t o a c c u ra t e , g ra m m a t i ca l l y co r re c t t ex t
Support for
telephony audio
Timestamp
generation
Intelligent punctuation
and formatting
Recognize multiple
speakers
Custom
vocabulary
Multiple
languages

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D i s co v e r i n s i g ht s a n d re l a t i o n s h i ps i n tex t
Amazon Comprehend
Entities
Key Phrases
Language
Sentiment
Amazon
Comprehend

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N a t u ra l a n d f l u e nt l a n g u a g e t ra n s l a t i o n
Amazon Translate
Real-time translation Batch analysis Automatic language
recognition
Low cost

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A m a zo 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

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100%
cloud-based
Amazon Connect differentiators

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Self-service
configuration
100%
cloud-based
Amazon Connect differentiators

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Turn months into minutes
Self-service setup with just a few easy steps
before you take your first call

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Self-service
configuration
Dynamic, personal,
and natural contact flows
100%
cloud-based
Amazon Connect differentiators

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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

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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

23. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 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

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AWS
Lambda
Open platform / Easy integrations
Customer
Databases
Business
Intelligence
Contact
Flows
CRM Contact Control
Panel

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AWS
Lambda
Customer
Databases
Business
Intelligence
Contact
Flows
CRM Contact Control
Panel
Your Amazon
S3 Storage
(encrypted
AWS KMS)
Call
Recordings
Open platform / Easy integrations

26. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 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
AWS KMS)
Call
Recordings
Your Data
Warehouse
Metrics
Open platform / Easy integrations

27. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 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
AWS KMS)
Call
Recordings
Your Data
Warehouse
Metrics
Workforce
ManagementAgent Data
Open platform / Easy integrations

28. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 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

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Demo
Amazon AI Integrated with Amazon Connect

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Amazon AI contact center experiences
Amazon
Translate
Amazon
Transcribe
Amazon
Comprehend
Amazon
Lex
Amazon
Polly
Amazon
Connect

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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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Thank you!