Organisations have an constantly growing customer demands for personalized, high-quality service while satisfying regulatory obligations. In this session, learn how Amazon Connect, a self-service, cloud-based contact center, can integrate with machine learning services on AWS such as Amazon Transcribe, Amazon Comprehend, and Amazon Lex to enable organisations to deliver transformational omni-channel experiences to their customers. Learn how to make contact center content available for search and analysis by natural language processing tools, which can yield valuable insights into customer sentiment, customer preferences, and the most common issues customers raise during service interactions.

1. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Sumit Patel
AWS Enterprise Solutions Architect
Empowering Customer Service with Amazon
Connect and Machine Learning
3rd July 2019

2. Agenda
Customer Service Challenges and Expectations
Machine Learning services on AWS Overview
Amazon Connect Overview
Demo walkthrough

3. Customer expectations are rising
“Our research shows the
genuine cost of leaving
customers hanging on the
telephone, with 25% switching
provider because they’ve been
kept on hold and 32% switching
because they’re tired of talking
to multiple agents.”
-- TTi Global 2018 Customer
Satisfaction Benchmark Report
-- Deloitte 2017 global contact center survey

4. Amazon Lex
Text and speech language understanding: powered by the same technology as
Alexa
Enterprise ready: scalable, versioning, and alias support
Build once and integrate with multiple platforms
Designed for builders: efficient and intuitive tools to build conversations; scales
automatically
Continuous learning: monitor and improve your bot

5. Demo
ACME Limited
1. Schedule a new Pickup
2. Change my Pickup
3. Check Status
4. Leave Feedback

6. Demo - Amazon Lex chatbot
Amazon
Lex
Amazon Polly

7. Amazon Connect
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

8. Amazon Connect
Self-service
configuration
100%
cloud-based

9. Demo - Build Amazon Connect
Amazon
Lex
Amazon Polly
Amazon
Connect

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

11. Demo - Build Amazon Connect
Amazon
Lex
Amazon Polly
Amazon
Connect

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

13. Amazon Connect
AWS
Lambda
Customer
Databases
Business
Intelligence
Contact
Flows
CRM
Contact
Control Panel

14. Amazon Connect
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

15. Amazon Connect
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open
The AWS
ecosystem
100%
cloud-based

16. Demo - Build Amazon Connect
Amazon
Lex
Amazon Polly
Amazon
Connect

17. Amazon Transcribe
Support for
telephony audio
Timestamp
generation
Intelligent punctuation
and formatting
Recognize multiple
speakers
Custom
vocabulary
Multiple
languages
Automatic conversion of speech into accurate, grammatically correct text

18. Demo - Amazon Transcribe
Amazon
Transcribe
Amazon
Lex
Amazon Polly
Amazon
Connect

19. Amazon Comprehend
Entities
Key Phrases
Language
Sentiment
Amazon
Comprehend
Discover insights and relationships in text

20. Demo - Amazon Comprehend
Amazon
Transcribe
Amazon
Comprehend
Amazon
Lex
Amazon Polly
Amazon
Connect

21. Amazon Connect Powered with ML
Amazon
Transcribe
Amazon
Comprehend
Amazon
Lex
Amazon Polly
Amazon
Connect

22. What Else Can We Do?
I need to know urgently if someone
makes an object public in my private
Amazon S3 bucket!

23. What Do We Need?
Incident Response Automated Remediation

25. AWS Lambda
1) Remediation
2) Outbound Call

26. User AWS CloudWatch
Events rule
AWS
Lambda
Amazon
Connect
Automated Incident Response And Remediation
Amazon S3
bucket
AWS
CloudTrail
Service
ticket
Mobile
Phone