Building Intelligent Contact Centre Solutions in the Cloud

Building intelligent contact centre solutions in the cloud

Kirillos Akram Solutions Architect, AWS Worldwide Public Sector Francisco Gonzalez Solutions Architect, AWS Worldwide Public Sector

• Overview of Amazon Connect • Integration with other AWS Services • Integration with other WEB Applications • Demo

Millions Dozens 32 of customers of languages countries

Over 70,000 Customer Service Associates

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Easy to use, omnichannel cloud-based contact center service that scales to support businesses of any size The fastest path to customer service innovation.

Skills-based contact Voice & chat Real-time and High-quality routing recording historical analytics voice capability

Dynamic, personal, and Open platform natural contact flows

100% Self-service AWS services configuration cloud-based & partners

Pay only for the value delivered to your customers

No, I’d rather rebook for the same Yes, time tomorrow, is thank you! that possible?

Incoming customer call Hi Nikki Wolf, Yes, that flight is available I apologize that your departing at 9:00 AM out of flight was cancelled. San Francisco, arriving in I can rebook you for the Seattle at 11:45 AM. CRM content Flight Booking next available flight, I can book you in seat 12C, System departing at 10pm, would it’s an aisle. Would you like you like to book that now? me to do that?

PERSONAL DYNAMIC NATURAL Contact flows adapt on Answer customer Amazon Lex Chatbots a per customer basis questions before they use the same technology are even asked that powers Alexa © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Contact Flow Engine—customer experience example

No, I’d rather rebook for the same Yes, time tomorrow, is thank you! that possible?

AWS LAMBDA AMAZON LEX AMAZON POLLY Connect with Conversational interfaces for your Turn text into lifelike speech virtually any back- applications powered by the same using deep learning in 29 © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. end system deep learning technologies as Alexa languages and 61 voices Contact Flow Engine—creating cohesive experiences

Can I get a first class upgrade for my inconvenience?

Transcript

Nikki Wolf

Yes, that flight is available One moment while I Hi Nikki, my name is departing at 9:00 AM out of connect you with a Allen, I’m sorry for San Francisco, arriving in customer service associate your inconvenience. Seattle at 11:45 AM. I’m checking to see I can book you in seat 12C, what we can do to it’s an aisle. Would you like make your flight to me to do that? Seattle, tomorrow, more comfortable.

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Hi Nikki Wolf, Nikki Chat Bot Web &ChatI apologizeMobile Bot that your flightChat was cancelled. — Build once, enable everywhere No,IYes, can I’d that rebook rather flight you rebook is foravailable the for nextthe departing same available time at flight, tomorrow,9:00 AM out is thatdepartingof San possible? Francisco, at 10pm, arriving would in you Seattle like to at book 11:45 that AM. now? Hi Nikki Wolf, Yes,I can that book flight you inis availableseat 12C, departingit’s an aisle. at Would9:00 AM you out No,I apologize I’d rather that rebook your forflight the was same cancelled. time tomorrow, is thatoflike San mepossible? Francisco, to do that? arriving in Seattle at 11:45 AM. I can rebook you for the next available flight, Nikki ChatI can Bot book you in seat 12C, it’s an aisle. Would you ChatNo,departing I’dBot rather at 10pm, rebook would for the you same like time to book tomorrow, that now? is Amazon Connect Chat thatlike me possible? to do that? Can I get a first class upgrade for my inconvenience?Nikki ChatHi Nikki Bot Wolf, ChatYes, Botthat flight is available departing at 9:00 AM out No,I apologize I’d rather that rebook your forflight the was same cancelled. time tomorrow, Nikki is  The same management user interface ofCan San I get Francisco, a first class arriving upgrade in Seattle for my at inconvenience? 11:45 AM. thatI can possible? rebook you for the next available flight, Chat Bot Nikki Yes,Ideparting can that book flight atyou 10pm, inis availableseat would 12C, youdepartingit’s anlike aisle. to at book Would9:00 that AM you now?out  The same contact flows ChatoflikeHi SanNikki meBot Francisco, toWolf, do that? arriving in Seattle at 11:45 AM. I apologize that your flight was cancelled. NikkiNikki ChatYes,I can Botthat book flight you inis availableseat 12C, departingit’s an aisle. at Would9:00 AM you out  The same lex bots ChatI can Bot rebook you for the next available flight, Chatoflike San meBot Francisco, to do that? arriving in Seattle at 11:45 AM. departingNo,One I’d moment rather at 10pm, rebookwhile Iwould connectfor the you same you like with timeto book a tomorrow, customer that now? is Can I get a first class upgrade for my inconvenience? Ithatservice can possible?book associate you in seat 12C, it’s an aisle. Would you  The same queues likeHi Nikki me to Wolf, do that? Yes,One thatmoment flight while is available I connect departing you with at a 9:00 customer AM out ICan apologize I get a firstthat classyour upgradeflight was for cancelled. my inconvenience?  ofservice San Francisco,associate arriving in Seattle at 11:45 AM. The same dashboards No, I’d rather rebook for the same time tomorrow,Nikki Nikkiis I can rebookAllen you Smith for has the joinednext available the conversation flight, thatIdeparting can possible? book atyou 10pm, in seat would 12C, youit’s anlike aisle. to book Would that you now? ChatCan BotI get a first class upgrade for my inconvenience?  The same metrics & reporting Allenlike me to do that? Allen Smith has joined the conversation Nikki Chat Bot Nikki  The same APIs Yes,Hi Nikki that Wolf, flight is available departing at 9:00 AM out OneNo, I’d moment rather rebookwhile I connectfor the same you with time a tomorrow, customer Nikki is servicethatofHiICan apologize SanNikki, Ipossible? get Francisco,associate my a firstthat name classyour arriving is Allen,upgradeflight in I’mwas Seattle for sorry cancelled. my at for inconvenience? 11:45 your AM. Iinconvenience. can bookrebook you you inI’m forseat checking the 12C, next it’s to available ansee aisle. what flight,Would we can you do to One moment while I connect you with a customer likemakedeparting me your to atdo flight 10pm, that? to Seattle,would you tomorrow, like to book more that now?  The same personal, dynamic & natural servicecomfortable.… associate Allen Smith has joined the conversation NikkiNikki experience for the customer

TypeNo,Can I’dI yourget rather a message first rebook class here upgradefor the same for my time inconvenience? tomorrow, is that possible?

Build once, Asynchronous & Secure, No-Code Pay per enable Synchronous Encrypted Chatbots message everywhere End-to-end

Personal, Dynamic and Natural Experiences across Voice and Chat

Development Storage Database

AWS Amazon AWS Step Amazon Amazon Amazon Amazon Amazon Lambda API Gateway Functions S3 Glacier RDS DynamoDB Redshift

AI Analytics

Amazon Amazon Amazon Amazon Amazon Amazon Amazon Amazon Lex Polly Transcribe Comprehend Athena Kinesis Glue QuickSight

Messaging Security Management

Amazon Amazon Simple Amazon Simple AWS Identity and AWS Amazon AWS AWS Pinpoint Notification Service Email Service Access Management Directory Service CloudWatch CloudFormation CloudTrail

Capital One wanted to speed innovation with a system that would integrate more easily with other company systems and support simpler, faster change processes. Due to the flexibility of Amazon Connect, Capital One can add new features in weeks instead of the three to six months that their last solution required.

“We are in an industry that continues to see dramatic changes, and our focus at Capital One is one of innovation and thinking like a tech company to meet those changes head-on. It's a matter of speed, agility and meeting customers' quickly changing needs. Amazon Connect lets us use the latest technology to enable innovative digital services that help us meet customer and employee expectations faster than ever.” - Gill Haus, SVP, CIO Retail and Direct Bank - Capital One

More case studies: https://aws.amazon.com/connect/customers/

Advanced search Detailed analytics & Automated contact Theme detection Supervisor assist Open and sentiment analysis categorization (coming soon) (coming soon) flexible data

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved.Now available in preview © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Preview of pre-released software. Final release is subject to change. AI Powered Insights & Analytics

Allen Smith

Contact Lens for Amazon Connect

 Transcript of voice and chat interactions with in-line sentiment markers

 Interactions automatically organized by your defined categories

 Quickly visualize the customer experience

Advanced search Detailed analytics & Automated contact Theme detection Supervisor assist Open and sentiment analysis categorization (coming soon) (coming soon) flexible data

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved.Now available in preview Intuit uses Contact Lens for Amazon Connect to help customers in real time Automating call categorization to monitor customer experience Intuit wanted to optimize its end-to-end live agent experience to ensure the best possible service for its customers. With Contact Lens, Intuit call center supervisors receive alerts to specify an action, addressing customer issues in real time and delivering an optimal customer experience.

“With Contact Lens for Amazon Connect, we’re able to quickly understand our customers’ needs, and use those insights to create new machine learning models and solutions that best serve our customers.”- Ashok Srivastava, Chief Data Officer, Intuit

More case studies: https://aws.amazon.com/connect/contact-lens/customers/

Your Amazon Lex Chatbot

Customer AWS Contact Databases Lambda Flows

CRM Contact Control Panel

Deep integration

Simple self-service - supported by AWS

Extensible, free, and open source toolkit

AWS client (HTTPS)

Connect streams (connect-streams.js)

SharedWorker via PortConduit/StreamMultiplexer (connect-streams.js)

Connect streams (connect-streams.js)

IframeConduit (connect-streams)

Connect streams (connect-streams.js)

https://github.com/amazon-connect/amazon-connect-streams

Subscribe a method to be invoked when the contact is connecting. This works with chat and softphone contacts. This event happens when a call or chat comes in, before accepting

Your Amazon Call recordings & Your Lex Chatbot Chat transcripts S3 Storage

Customer AWS Contact Agent Data Workforce Databases Lambda Flows Management

CRM Contact Metrics Your Data Control Panel Warehouse

Search Amazon Contact Contact by keyword ElasticSearch recording transcript

Positive Amazon or negative Comprehend

Amazon Amazon Amazon S3 Transcribe Alerts SNS

• Get started with Amazon Connect https://aws.amazon.com/connect/

• Amazon Lens for Connect Contact – sign up for the Preview https://pages.awscloud.com/contact-lens-preview.html