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. This workshop teaches you how to build an analytics pipeline that includes natural language processing (NLP) to better understand how to improve the customer experience. Attendees learn how to use AWS services, including Amazon Comprehend and Amazon Transcribe, to process and perform analysis on customer data, such as contact center call recordings.

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Capture Voice of Customer Insights
with NLP & Analytics
Yasser El-Haggan
Solutions Architect
Amazon Web Services
A I M 4 1 5
Ben Snively
Solutions Architect
Amazon Web Services

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
What to expect from this workshop?
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.
This workshop teaches you how to build an
analytics pipeline that includes natural language
processing (NLP) to better understand how to
improve the customer experience. Attendees learn
how to use AWS services, including Amazon
Comprehend and Amazon Transcribe, to process
and perform analysis on customer data, such as
contact center call recordings.

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Agenda (two hours)
Duration Description
5 mins Launch skeleton analytics pipeline AWS CloudFormation template
15 mins Create a new contact center
10 mins Taking Amazon Comprehend for a spin
40 mins Adding the analytics to the analytics pipeline with Amazon
Transcribe and Amazon Comprehend, testing, plumbing into
Amazon Connect
15 mins Testing the pipeline
30 mins Building dashboards in Elasticsearch and Kibana
Build a contact center and set up the flow to perform transcription and
natural language processing on the audio files for agents and
customers. Drive insights by fusing understanding what was said with
contact trace records in Amazon Elasticsearch Service

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Services overview
AWS Lambda is a serverless compute service that runs your code in response to events
and automatically manages the underlying compute resources for you. Amazon Connect
makes it easy to invoke Lambda functions to send and receive data in real time
Amazon Simple Storage Service (Amazon S3) is object storage built to store and retrieve
any amount of data from anywhere. It is designed to deliver 99.999999999% durability,
making it a perfect fit for storing and retrieving Amazon Connect call recordings and
exported reports
AWS Step Functions lets you coordinate multiple AWS services into serverless workflows
so you can build and update apps quickly. Using Step Functions, you can design and run
workflows that stitch together services such as AWS Lambda and Amazon Elastic
Container Service (Amazon ECS) into feature-rich applications

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Machine learning services
Amazon Comprehend is a natural language processing (NLP) service that uses
machine learning to find insights and relationships in text. The service
identifies the language of the text; extracts key phrases, places, people, brands,
or events; understands how positive or negative the text is; analyzes text using
tokenization and parts of speech; and automatically organizes a collection of
text files by topic
Amazon Transcribe is an automatic speech recognition (ASR) service that makes it easy for
developers to add speech-to-text capability to their applications. Using the Amazon
Transcribe API, you can analyze audio files stored in Amazon S3 and have the service
return a text file of the transcribed speech

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Services overview
Amazon Connect is a self-service, cloud-based contact center service, with pay-as-you-go
pricing, that makes it easy for any business to deliver better customer service experiences
at lower cost
Amazon Elasticsearch Service (Amazon ES), is a fully managed service that makes it easy
for you to deploy, secure, operate, and scale Elasticsearch to search, analyze, and visualize
data in real time. With Amazon ES you get easy-to-use APIs and real-time analytics
capabilities
Amazon Kinesis Data Firehose is a fully managed service for delivering real-time
streaming data to destinations such as Amazon S3, Amazon Redshift, Amazon ES, and
Splunk

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Connect overview
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
The AWS
experience
100%
cloud-based

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Comprehend use cases
Content personalization: Customers are using Amazon Comprehend NLP output to understand related
documents based on entities, phrases, or even topic similarities for trends analysis, to drive content
personalization and recommendations
Semantic search: Customers using Amazon Comprehend to index entities for boosting and ranking
search results
Intelligent data warehouse: Customers are using Amazon Comprehend to query unstructured data in
relational databases, processing data within the data lake (Amazon S3) and then inserting it back into
the data warehouse
Social analytics: Customers are using Amazon Comprehend to ingest, process, and analyze trends from
entities and sentiment from social media posts across Twitter and Facebook
Information management: Customers are using Amazon Comprehend for indexing and finding related
content for enterprise information management and various internal business processes including
compliance and IT

10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Comprehend
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
WORLD SERIES WASHINGTON
Entities
Key phrases
Language
Sentiment
Syntax
STORM
STOCK
MARKET
LIBRARY OF
NEW S ARTICLES

11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Transcribe
Automatic speech recognition
Time
stamps
Support for
both regular &
telephony audio
Punctuation
&
formatting
Amazon S3
integration
Recognize
multiple
speakers
Custom
dictionaries
? !

12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Workshop architecture

13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Hands on!
Duration Description
5 mins Launch skeleton analytics pipeline AWS CloudFormation template
15 mins Create a new contact center
10 mins Taking Amazon Comprehend for a spin
40 mins Adding the analytics to the analytics pipeline with Amazon
Transcribe and Amazon Comprehend, testing, plumbing into
Amazon Connect
15 mins Testing the pipeline
30 mins Building dashboards in Elasticsearch and Kibana
Build a contact center and set up the flow to perform transcription and
natural language processing on the audio files for agents and
customers. Drive insights by fusing understanding what was said with
contact trace records in Amazon ES

14. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Yasser El-Haggan
Ben Snively

15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.