Amazon Connect Customer Service Experience The Art of the Possible

Paul Chen Lili Chan Head – Solutions Architect ASEAN Senior Specialist Solutions Architect Amazon Web Services Amazon Web Services

© 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved. Typical on-premises contact center stack

Customer Agent Typical on-premises contact center stack

Carrier connectivity

Customer Agent Typical on-premises contact center stack

Carrier Interactive connectivity voice response

Customer Agent Typical on-premises contact center stack

Carrier Interactive connectivity voice response

Customer Agent

Speech CTI recognition Typical on-premises contact center stack

Carrier Interactive Call connectivity voice response routing

Customer Agent

Speech CTI recognition Typical on-premises contact center stack

Carrier Interactive Call Call connectivity voice response routing recording

Customer Agent

Speech PBX CTI recognition connectivity TypicalAmazon on Connect-premises simplifies contact this center dramatically stack

Carrier Interactive Call Call connectivity voice response routing recording

Customer Agent

Speech PBX Reporting CTI recognition connectivity Amazon Connect Easy to use, omnichannel cloud-based contact center service

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

Business of any size FASTEST path to customer service INNOVATION Customers

Contact Flow Engine—customer experience example Contact Flow Engine—customer experience example

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 Contact Flow Engine—customer experience example

Incoming customer call

CRM content Flight Booking System Contact Flow Engine—customer experience example

Incoming customer call

CRM content Flight Booking System

AWS LAMBDA Connect with virtually any back- end system Contact Flow Engine—customer experience example

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?

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 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. Amazon Connect Chat

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

Personal, Dynamic and Natural Experiences across Voice and Chat Amazon Connect CTI Adapter Salesforce Service Cloud and Salesforce Sales Cloud

Deep integration

Simple self-service - supported by AWS

Extensible, free, and open source toolkit Open platform/easy integrations

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 © 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved. Looking under the hood – Architecture & Design

Customer ? Agent Typical Amazon Connect workload

PSTN Customer Contact

Amazon Connect Agent ISP Edge Router

Telephony Interface Agent Desktop Web Server

Administrator Metrics & VPC Reporting Contact Flows

Data CRM Amazon Data AWS Amazon Warehouse Kinesis Warehouse Lambda Lex Amazon Connect – Reporting & Metrics

Contact Trace Records or Agent Events – Streaming Architecture AWS Cloud

Amazon Connect Amazon Kinesis Amazon Kinesis Amazon S3 bucket CTR or AE Data Firehose CTR or AE Records delayed by 60 ~120 seconds CTR or AE

Contact Flow Logs – Streaming Architecture AWS Cloud

Amazon Connect Amazon CloudWatch AWS Lambda Amazon Kinesis Amazon S3 bucket CFL CFL Data Firehose CFL CFL Records delayed by ~60 seconds Query and visualize your data

AWS Cloud

AWS Glue Amazon S3 bucket CTR table CTR

AWS Glue Amazon Athena Amazon S3 bucket Amazon QuickSight AWS Glue AE table AE

AWS Glue Amazon S3 bucket CFL table CFL Contact Lens for Amazon Connect

Now available in preview Contact Lens for Amazon Connect

Advanced search Detailed analytics & Automated contact sentiment analysis categorization

Now available in preview Contact Lens for Amazon Connect

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

Now available in preview Contact Lens for Amazon Connect

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

Now available in preview Immersive experience pillars across AWS Immersive experience pillars across AWS

Context-aware (ML) Amazon Amazon Comprehend Rekognition Immersive experience pillars across AWS

Context-aware (ML) Amazon Amazon Comprehend Rekognition

Voice-driven Amazon Amazon Amazon Lex Polly Translate Immersive experience pillars across AWS

Context-aware (ML) Amazon Amazon Comprehend Rekognition

Voice-driven Amazon Amazon Amazon Lex Polly Translate

Global, scalable content Amazon Amazon CloudFront S3 Immersive experience pillars across AWS

Context-aware (ML) Amazon Amazon Comprehend Rekognition

Voice-driven Amazon Amazon Amazon Lex Polly Translate

Global, Multi-user scalable content AWS Amazon Amazon AppSync CloudFront S3 Immersive experience pillars across AWS

Context-aware (ML) Amazon Amazon Comprehend Rekognition

Spatial, interactive 3D Voice-driven Amazon Amazon Amazon Amazon Sumerian Lex Polly Translate

Global, Multi-user scalable content AWS Amazon Amazon AppSync CloudFront S3 Takeaways

Start small

Be flexible

Communicate Thank you!

Paul Chen Chan Lili [email protected] [email protected]

© 2020, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Training and Certification

Explore tailored Build cloud skills with Demonstrate expertise Find entry-level cloud learning paths for 550+ free digital with an industry- talent with AWS customers and training courses, or dive recognized credential Academy and AWS partners deep with classroom re/Start training

aws.amazon.com/training Thank you for attending AWS Summit Online I ASEAN

We hope you found it interesting! A kind reminder to complete the survey. Let us know what you thought of today’s event and how we can improve the event experience for you in the future.

[email protected] twitter.com/AWSCloud facebook.com/AmazonWebServices youtube.com/user/AmazonWebServices slideshare.net/AmazonWebServices twitch.tv/aws