AWS Ecosystem

E U C 3 0 4 - R Implement AI-powered speech analytics for Amazon Connect

Randall Hunt Erin Hall Solutions Architect Solutions Architect Amazon Web Services Amazon Web Services

• Solution overview • Stack deployment • Overview of AI services • Testing Amazon Connect Easy-to-use, omnichannel cloud-based contact center service

Skills-based contact Call Real time and High-quality routing recording historical analytics voice capability Amazon Connect Differentiators

Dynamic, personal, and Open platform natural contact flows

100% Self-service The AWS configuration cloud-based ecosystem

Pay only for the value delivered to your customers Amazon Connect AWS Ecosystem

AWS LAMBDA AMAZON LEX AMAZON POLLY Connect with virtually Conversational interfaces for your Turn text into lifelike speech any back-end system applications powered by the same using deep learning in 29 deep learning technologies as Alexa languages and 59 voices

AMAZON TRANSLATE AMAZON KINESIS VIDEO STREAMS AMAZON TRANSCRIBE Natural and accurate Capture, process, and store video Automatically convert speech language translation streams for analytics and machine to text learning 7

https://console.aws.amazon.com/billing/home?#/credits Our mission at AWS

Put machine learning in the hands of every developer Why AWS for AI?

Broadest and deepest set Solving the toughest Unmatched support for Built on the most of AI and ML services for problems holding back the most popular comprehensive cloud your business ML—cost, ease of use, and frameworks platform optimized for data machine learning

200+ new features and 75% lower inference cost 85% of TensorFlow AWS holds the top spots on projects in the cloud services since January 70% cost reduction in data Stanford’s benchmark for fastest happen on AWS training time, lowest cost, lowest 2018 labeling inference latency No ML experience required Deepest set of security and encryption features, with robust analytics capabilities The Amazon ML stack: Broadest & deepest set of capabilities

Build, train, and deploy machine learning models fast

ML SERVICES Data labeling | Pre-built algorithms & notebooks | One-click training and deployment

Flexibility & choice, highest-performing infrastructure ML FRAMEWORKS & Support for ML frameworks | Compute options purpose-built for ML INFRASTRUCTURE The Amazon ML stack: Broadest & deepest set of capabilities

VISION SPEECH LANGUAGE CHATBOTS FORECASTING RECOMMENDATIONS

AI services

A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n Rekognition R ekognition T e x t r a c t P olly T r a n s c r i b e T r a n s l a t e C o m p r e h e n d L ex F o r e c a s t Personalize i m a g e v i d e o

Amazon Algorithms + Reinforcement ML services Ground Truth Notebooks Training Optimization Deployment Hosting SageMaker marketplace learning

FRAMEWORKS INTERFACES INFRASTRUCTURE ML frameworks + EC2 P3 EC2 EC2 AWS IoT Elastic infrastructure FPGAs Inferentia & P3dn G4 C5 Greengrass Inference The Amazon ML stack: Broadest & deepest set of capabilities

VISION SPEECH LANGUAGE CHATBOTS FORECASTING RECOMMENDATIONS

AI services

A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n A m a z o n Rekognition Rekognition T e x t r a c t P o l l y T r a n s c r i b e T r a n s l a t e C o m p r e h e n d L e x F o r e c a s t Personalize i m a g e v i d e o

Pre-trained AI services that require Easily add intelligence to your Quality and accuracy from no ML skills or training existing apps and workflows continuously learning APIs Amazon Polly Turn text into lifelike speech

Use cases Key features

Content creation 52 voices across 25 languages

Mobile & desktop applications Lip-syncing & text highlighting

Internet of things (IoT) Fine-grained voice control

Education & e-learning Custom vocabularies

Telephony Available in 14 AWS regions

Game development Amazon Transcribe Automatic speech recognition

Punctuation and Word-level Word-level Custom Speaker Channel Streaming capitalization timestamps confidence scores vocabularies identification identification transcription

Language support

US English US Spanish British English Australian English Canadian French Brazilian Portuguese Italian Amazon Transcribe Use cases

Call Subtitles for Broadcast closed Transcribe meetings centers VOD captions Amazon Translate Neural machine translation

• Contextual • Full sentences • Fluent Amazon Translate Shifting from human to artificial intelligence

X300 85% as faster good Speed

Dozens to hundreds of words per second vs. ~4 per minute for human

Cost Amazon Translate costs 0.07% of human translation, on average

Quality

Amazon Translate is nearing human parity, X1500 based on human evaluations lower

Speed Cost Quality Amazon Translate Features

Key features

25 languages $15/1M characters Or $0.000075 per word; pay as 595 combinations you go, 2M characters monthly free tier Real-time < 500ms/sentence on average Tag handling < / > < 150ms/conversational/short XML tags placement maintains form styling and formatting through translation Data security Data ownership Ease of use Encryption Simple API calls and partner Access management solutions

HIPAA eligible Amazon Comprehend Discover insights and relationships in text

Entities

Key phrases

Language

Sentiment A m a z o n C o m p r e h e n d Syntax

Grouping Amazon Comprehend Natural language processing

Sentiment Entities Key phrases Languages Topic modeling Amazon Comprehend Text analysis Named entities Amazon.com: Organization Seattle, WA: Location July 5,1994: Date Jeff Bezos: Person

A m a z o n . c o m , Inc., is located Key phrases in Seattle, Washington, a n d Our customers was founded July 5, 1994, b y J e f f B e z o s . Our customers b o o k s love buying everything f r o m b l e n d e r s b o o k s t o b l e n d e r s a t g r e a t great prices p r i c e s . S e n t i m e n t P o s i t i v e

L a n g u a g e E n g l i s h Amazon Kinesis video streams Stream video in real-time for playback, storage, and analytics

Amazon Rekognition Stream video from millions of devices Video

Amazon Easily build vision-enabled apps SageMaker

HLS-based Playback in live or on-demand mode playback Kinesis Video Durable, time-indexed storage Streams Custom video processing Secure and fully managed 3rd-party partners Amazon Kinesis video streams concept Thank you!