DOCSLIB.ORG

Using AI to Process Customer Audio in Your Amazon Connect Contact Center

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Using AI to Process Customer Audio in Your Amazon Connect Contact Center S V C 3 0 4 Using AI to process customer audio in your Amazon Connect contact center Randy Hand Sayed Hassan Sr. Manager Connect Connect Specialist SA Solutions Architect Amazon Web Services Amazon Web Services SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Agenda Summary of Amazon Connect Voice AI suite Demo Whiteboard architectures! Q&A SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. “Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner, Inc.” —Gartner press release Source: https://www.gartner.com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of- customer-service-operations-will-use-virtual-customer-assistants-by-2020 SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Connect An easy-to-use, cloud-based contact center solution that scales to support businesses of any size With tools that grow with your needs! Skills-based routing Call Real-time and High-quality (automatic call recording historical analytics voice capability distribution [ACD]) SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Connect differentiators Dynamic, personal, and Open platform natural contact flows 100% Self-service The AWS configuration cloud-based Cloud SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. The power of AWS—not just Amazon Connect Development Storage Database AWS Amazon AWS Step Amazon Amazon S3 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 SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. You might like… SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex Conversational interface for applications using natural language Has integrated Triggers Builds multi-step Is fully development in the AWS Lambda conversations managed console functions Any application on the web, a Amazon Lex applies ASR and NLU Direct integration with Amazon mobile app, or a device can send technologies, understands the intent, Connect call flows natural language—as text or and triggers a Lambda function to form speech—via the API or SDK a response—text or Amazon Polly SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Polly Turn text into lifelike speech Wide selection of Very fast managed Uses sophisticated Is directly integrated voices and languages service machine learning with Amazon Connect 52 voices, 25 languages Any application on the web, a Intelligence: The Text and SSML direct input mobile app, or a device can send temperature in WA is 75°F via Amazon Connect text to Amazon Polly for (with intonation) console conversion to speech SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Transcribe Fully managed and continuously trained automatic speech recognition service powered by deep learning models Punctuation and Word-level Word-level Custom Streaming Speaker identification Channel identification capitalization timestamps confidence scores vocabularies transcription Language support US English US Spanish British English Australian English Canadian French Brazilian Portuguese Italian SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Translate Natural and accurate language translation Supports 25 languages: Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Indonesian, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, and more Customer use cases Enable multilingual Provide on-demand Add real-time translation for sentiment analysis of translation of user- communications social media content generated content applications SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Comprehend Natural language processing service that uses machine learning to find insights and relationships in text Voice of customer Semantic Knowledge management and analytics search discovery Analyzing what customers are Making search smarter by Organizing documents, saying about your brand, products, searching on key phrase, categorizing by topic, and and services sentiment, and topic personalizing experiences SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Customer use cases • Post-call processing improved QA processes • Sentiment analysis of real-time audio • Translation of real-time audio • Drive next best actions • Voice biometrics SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Where to learn more Amazon Connect home page https://aws.amazon.com/connect Contact center blog channel https://aws.amazon.com/blogs/contact-center/ Documentation, videos, and webinars https://aws.amazon.com/connect/resources/ SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Thank you! Randy Hand Sayed Hassan [email protected] [email protected] SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved..
Load more

Recommended publications
  • Building Resilience for the Long Run
    Building Resilience for the Long Run How Travel & Hospitality companies can stay agile during business disruption COPYRIGHT 2020, AMAZON WEB SERVICES, INC. OR ITS AFFILIATES 1 About AWS Travel and Hospitality WS Travel and Hospitality is the global industry practice for Amazon Web Services (AWS), with a charter to support customers as they accelerate cloud adoption. Companies around the world, across every segment of the travel and hospitality industry - and of every size - run on AWS. This includes industry leaders like Airbnb, Avis Budget Group, Best Western, Choice Hotels, DoorDash, Dunkin’ Brands, Expedia Group, Korean Air, McDonald’s, Ryanair, SiteMinder, Sysco, Toast, United Airlines, and Wyndham Hotels. These companies and many others are transforming their business by leveraging technology to enhance customer experiences and increase operational efficiency. For more information about AWS Travel and Hospitality, please visit aws.com/travel. Keep up-to-date with executive insights and industry viewpoints at the AWS Travel and Hospitality Blog. Click here to be contacted by an AWS representative. COPYRIGHT 2020, AMAZON WEB SERVICES, INC. OR ITS AFFILIATES AWS.COM/TRAVEL 2 Foreword It has been said that challenges should not paralyze you but help discover who you are. We have seen time and again that immense challenges can bring about incredible innovation. That is especially true today. Around the globe, travel and hospitality companies are taking advantage of the flexibility of the AWS Cloud to innovate quickly and meet their needs during these trying times. Faced with disruption – whether a localized weather event or a pandemic that spans continents – travel and hospitality companies respond and rebuild.
    [Show full text]
  • Amazon Polly: Use Cases
    A I M 3 0 3 Stop guessing: Use AI to understand customer conversations Dirk Fröhner Boaz Ziniman Senior Solutions Architect Principal Technical Evangelist Amazon Web Services Amazon Web Services © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Agenda • Introduction Amazon Web Services (AWS) AI/ML offering • Introduction Amazon Connect • Architecture of the labs • Work on the labs • Wrap-up Related breakouts • AIM211 - AI document processing for business automation • AIM212 - ML in retail: Solutions that add intelligence to your business • AIM222 - Monetizing text-to-speech AI • AIM302 - Create a Q&A bot with Amazon Lex and Amazon Alexa © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural language processing (NLP) • Automatic speech recognition (ASR) • Natural language understanding (NLU) • Text to speech • Translation @ziniman @ziniman Use cases for NLP Voice of customer Knowledge management Education applications Customer service/ Semantic search Accessibility call centers Enterprise Captioning workflows Information bots digital assistant Personalization Localization The Amazon ML stack: Broadest & deepest set of capabilities Vision Speech Language Chatbots Forecasting Recommendations A I s e r v i c e s A m a z o n A m a z o n T r a n s l a t e 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 C o m p r e h e n d 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 & A m a z o n L e x F o r e c a s t Personalize i m a
    [Show full text]
  • “Jeff, What Does Day 2 Look Like?” That's a Question I Just Got at Our
    “Jeff, what does Day 2 look like?” That’s a question I just got at our most recent all-hands meeting. I’ve been reminding people that it’s Day 1 for a couple of decades. I work in an Amazon building named Day 1, and when I moved buildings, I took the name with me. I spend time thinking about this topic. “Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1.” To be sure, this kind of decline would happen in extreme slow motion. An established company might harvest Day 2 for decades, but the final result would still come. I’m interested in the question, how do you fend off Day 2? What are the techniques and tactics? How do you keep the vitality of Day 1, even inside a large organization? Such a question can’t have a simple answer. There will be many elements, multiple paths, and many traps. I don’t know the whole answer, but I may know bits of it. Here’s a starter pack of essentials for Day 1 defense: customer obsession, a skeptical view of proxies, the eager adoption of external trends, and high-velocity decision making. True Customer Obsession There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.
    [Show full text]
  • AWS Is How Game Tech Volume 2
    Behind great games, there’s game tech. AWS is How Game Tech Volume 2 AWS IS HOW GAME TECH EDITION Volume 2 2 Player profile Player Player ID: Eric Morales Classification: Reconnecting through tech Head of AWS Game Tech EMEA Player history Stockholm Joined Gamer since 59°32′N 18°06′E July 2015 1995 Over the past year, many of us have felt compelled to escape into a game, even if only for a few hours. Technology has been our salvation and our solace. When we’ve been forced to stay apart, tech has helped us to feel connected, whether by racing strangers through virtual cities or teaming up to battle awesome foes in Wolcen: Lords of Mayhem. There has, perhaps, never been a greater keep pushing forward on a bumpy road and instead of sticking to a plan that no longer Perhaps one of the key things we can need for the escape that gaming gives when to somersaulto a ne ont w one. fits. New ideas come through all the time learn from these studios is that adversity us. So I’d like to say an extra thank you to and you have to embrace them.” can spark the creativity we need to build Building on AWS gives studios the chance the studios we’re featuring in this issue. something truly spectacular. In many to experiment, innovate, and make For some of the developers we spoke Without you, lockdown would have been games, your character levels up and gets mistakes in order to keep forging ahead. to, the pandemic has been just one of just a little bit harder for so many millions stronger regardless of your own skill, which I’m 100 percent with Roberta Lucca many hurdles they’ve overcome.
    [Show full text]
  • Interactive Attendee Guide for Oil & Gas Professionals
    oil & gas Interactive attendee guide for Oil & Gas Professionals Hello, On behalf of the entire AWS Worldwide Oil & Gas team, welcome to re:Invent 2018! This year’s conference is going to be our Welcome. biggest yet, with 50,000+ attendees and more than 2,000 technical sessions. To get the most out of re:Invent, we encourage you to take advantage of the resources outlined in this document, including our “How to re:Invent” video series. Keep in mind that reserved seating goes live on October 11. You can start planning your schedule at any time by logging into your account, visiting the session catalog, and marking sessions of interest. Although re:Invent is a big conference, the strength of the Oil & Gas community makes it feel much smaller. We look forward to seeing you in Vegas! Arno van den Haak Business Development, AWS Worldwide Oil & Gas © 2018 | Amazon Web Services. All rights reserved. Table of contents What to expect in 2018 » Let’s get started. re:Invent agenda » Oil & Gas sessions » This guide is designed to help attendees of AWS re:Invent 2018 plan their experience and identify breakout sessions and events of interest. It is intended to complement the re:Invent app, Other recommended sessions » which will help attendees navigate the conference on-site. Networking opportunities » Click on the links to navigate this guide. Executive Summit overview » Event venues and logistics » AWS Oil & Gas contacts » © 2018 | Amazon Web Services. All rights reserved. What to expect Networking re:Invent Agenda Oil & Gas Other Recommended Executive Summit Event Venue AWS Oil & Gas in 2018 Sessions Sessions Opportunities Overview and Logistics Expert Contacts What Where AWS re:Invent is a learning conference hosted by Amazon Web We are taking over Las Vegas--with events at the ARIA, Vdara, Services (AWS) for the global cloud computing community.
    [Show full text]
  • Vendor Rating: Amazon
    Vendor Rating: Amazon Published 7 July 2020 - ID G00722718 - 55 min read By Analysts Ed Anderson, Mike Dorosh, Rita Sallam, Adam Woodyer, Jason Daigler, Bern Elliot, David Wright, Patrick Connaughton, Yefim Natis, Mark Paine, Thomas Murphy, Sandeep Unni, Steve Riley, Peter Havart-Simkin, Craig Lowery Initiatives:Sourcing, Procurement and Vendor Management Leaders Amazon’s technology-driven growth continues to disrupt and reshape markets. Amazon Web Services leads in cloud market share bolstered by an aggressive pace of innovation. Market shifts will challenge Amazon to adapt its disruptive models and continue high rates of growth. Overall Rating Figure 1. Vendor Rating for Amazon Overall Rating: Strong Amazon is a multifaceted conglomerate consisting of business interests in e-commerce, cloud computing, digital content delivery, retail and grocery, as well as extensive logistics resources including fulfillment centers, shipping and delivery. Amazon leverages the power of technology to disrupt traditional markets and deliver its unique customer experiences. Amazon Web Services Gartner, Inc. | 722718 Page 1/33 (AWS), the Amazon cloud computing powerhouse, demonstrates the power that disruptive technology can have on a market. Through 2019, AWS continued as the cloud market share leader with annual revenue exceeding $35 billion in 2019 and a run rate of $41 billion in 2020. 1,2 Amazon is culturally wired to deliver an aggressive pace of innovation, driven by expanding customer and vertical industry requirements. Cross-leverage between Amazon’s e-commerce and cloud businesses support a foundation of efficiency, dynamic operations, adaptability and innovation. While the e-commerce and retail businesses drive revenue growth, AWS drives profitability, allowing Amazon to invest in business initiatives that keep it at the forefront of its respective markets.
    [Show full text]
  • AWS Media Services - Enabling Advanced Media Workflows
    SessionD AWS Media Services - Enabling Advanced Media Workflows Andrew Thornton GM AWS Elemental APAC SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Traditional industry chain IS RIGID & YET FRAGILE 3 SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. The industry is reorienting around the viewer QualityShift MobilityAgility Resiliency Personal ReliabilityQuality ScalabilityReliable 4 SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. “ digital technology completely altered the behavior, expectations, and power of consumers ” Image courtesy of Wikimedia Commons: https://commons.wikimedia.org/wiki/File:Bob_Iger_crop_2.jpg SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. 5 © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Trademark AWS Media Services SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Media Services SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Media Services SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Live and VOD Workflow SUMMIT © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved. Managed Services used for Media Workloads AWS AWS Amazon S3 Amazon EC2 AWS Elemental Amazon Elastic Amazon Amazon AWS AWS Elemental Storage Gateway Direct Connect MediaConvert Transcoder Polly Comprehend Step Functions MediaTailor AWS S3 Transfer Amazon Glacier Amazon VPC AWS Elemental Amazon Amazon Amazon Amazon SQS Amazon Snowball Acceleration MediaLive RDS Machine Learning Translate CloudFront AWS AWS Elemental Amazon EBS Lambda AWS Elemental Amazon Amazon Amazon Amazon SNS AWS WAF Import/ Export MediaConnect MediaPackage DynamoDB Lex Transcribe Amazon EFS AWS Elemental Amazon Amazon Route 53 MediaStore Rekognition CloudSearch Ingest/Create Store Process Deliver © 2019, Amazon Web Services, Inc.
    [Show full text]
  • Machine Learning and AI: the Next Frontier Of
    Machine Learning and AI: The Next Frontier of Federal Technology By FedScoop Staff The next generation of space explorers won’t be limited just to many federal agencies are tentative of a move toward this astronauts. No, NASA and its Jet Propulsion Lab (JPL) believe evolving intelligence paradigm, early adopters have realized that with the power of the cloud, Machine Learning and artificial that their growing mountain of data that’s often sitting intelligence, the ability to voyage through space will be open to around unused can be put to good use. all people—whether they’re standing on the surface of Mars or in the comfort of their homes. Agencies, for instance, are leveraging Amazon Rekognition, an image-detection service. The service leverages deep “The idea with this is we’re all going to be the future explorers,” neural network models to detect and label thousands said JPL’s IT Chief Technology and Innovation Officer, Tom of objects and scenes in images, new labels and facial Soderstrom, at a recent conference. “Your children are the ones recognition features continually added to the service. who are one day going to walk on Mars, whether it is virtually through augmented reality or physically as astronauts.” Powered by Amazon Web Services’s automatic speech Machine Learning vs Artificial Intelligence recognition (ASR) and natural language understanding (NRU) Artificial Intelligence: the simulation of human service Lex—the same deep-learning technologies that drive intelligence processes by machines, especially the Amazon’s Alexa—JPL developed NASA Mars, an app computer systems. These processes include learning that allows humans to ask questions about Mars and engage (the acquisition of information and rules for using them with the agencies’ missions.
    [Show full text]
  • Architecting for HIPAA Security and Compliance Whitepaper
    Architecting for HIPAA Security and Compliance on Amazon Web Services AWS Whitepaper Architecting for HIPAA Security and Compliance on Amazon Web Services AWS Whitepaper Architecting for HIPAA Security and Compliance on Amazon Web Services: AWS Whitepaper Copyright © Amazon Web Services, Inc. and/or its affiliates. All rights reserved. Amazon's trademarks and trade dress may not be used in connection with any product or service that is not Amazon's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Amazon. All other trademarks not owned by Amazon are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Amazon. Architecting for HIPAA Security and Compliance on Amazon Web Services AWS Whitepaper Table of Contents Abstract ............................................................................................................................................ 1 Introduction ...................................................................................................................................... 2 Encryption and protection of PHI in AWS .............................................................................................. 3 Alexa for Business ...................................................................................................................... 6 Amazon API Gateway ................................................................................................................. 6 Amazon AppFlow
    [Show full text]
  • Association for Consumer Research
    ASSOCIATION FOR CONSUMER RESEARCH Labovitz School of Business & Economics, University of Minnesota Duluth, 11 E. Superior Street, Suite 210, Duluth, MN 55802 Time Machine to the Future - the Potentials and Risks of Using Virtual Reality to Stimulate Saving Behavior Andrea Weihrauch, Amsterdam Business School Tobias Schlager, HEC Lausanne, Switzerland While simulating the future can motivate saving behavior, we uncover an unexpected risk of using immersive technologies (i.e., Virtual Reality) to simulate negative life events. With increasing realism, they also trigger cognitive defenses, eventually undermining saving behavior. Framing a negative life event as more positive can attenuate this effect. [to cite]: Andrea Weihrauch and Tobias Schlager (2020) ,"Time Machine to the Future - the Potentials and Risks of Using Virtual Reality to Stimulate Saving Behavior", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 799-780. [url]: http://www.acrwebsite.org/volumes/2661445/volumes/v48/NA-48 [copyright notice]: This work is copyrighted by The Association for Consumer Research. For permission to copy or use this work in whole or in part, please contact the Copyright Clearance Center at http://www.copyright.com/. Time in the Past is Real and Honest: The Role of Nostalgia in Enhancing Authenticity Shiyu Yang, University of Illinois at Urbana-Champaign, USA Jia Chen, University of Illinois at Chicago, USA Yu-Wei Lin, University of Illinois at Urbana-Champaign, USA EXTENDED ABSTRACT Across six studies, we examined how nostalgic consumptions Authenticity, typically defined as being “real”, “genuine”, or enhanced experienced authenticity.
    [Show full text]
  • 18Q2 业绩概览1、 收入528.86 亿美元，同比增长39.3%
    亚马逊 18Q2 业绩点评 一、18Q2 业绩概览 1、 收入 528.86 亿美元，同比增长 39.3%，低于市场预期 0.8%。 2、 净利润 25 亿美元，同比增长 1186%，大超市场预期一倍。 3、 18Q3 收入 guidance 增长在 23%-31%，低于市场预期 32.6%。 二、业绩看点 1. 亚马逊收入已经连续四个季度保持在 30%增长，主要受益于云计算和广告业务的强劲增 长以及合并了 whole food。剔除外汇和 whole food 的影响，公司增长依然非常强劲， 增长加速的背后驱动因素是 prime 服务带动营收强劲增长，生态下的用户增长和粘性 双重提升。 2. 利润率达到历史新高，得益于高利润率的云计算、广告的高速增长，以及运营效率提升 带动的费用增长的放缓。 3. 我们认为 2018 年是亚马逊收入利润释放的一年，近几年收入同比加速增长，利润率达 到历史新高，并持续释放。从 2018 年全年季度来看，收入同比增速前高后低，主要是 去年下半年基数高的因素，利润预期下半年好于上半年，公司强调去年下半年的高投入 在今年下半年开始显现效果，费用占比会有下降。 4. Prime 会员是公司的核心，公司持续通过增加会员福利提升会员的粘性。今年亚马逊首 次披露了会员注册人数已超过 1 亿人，公司在 6 月将会员费从 99 美元涨到 119 美元， 但 7 月 Prime Day 会员订阅仍实现历史最快增长。去年收购的 whole food 也已加入到 Prime 会员计划，显示了协同效应。 5. AWS 收入连续 3 个季度增速回升，本季度 AWS 的利润率达到历史新高。公司通过不断 降价、不断推出新功能和新服务让用户更多使用 AWS，越来越多的企业向 AWS 迁移， 客户使用量有明显的增长，并不断尝试许多新产品，如机器学习、人工智能、物联网、 无服务器计算等。 6. 战略性产品 Alexa 也在持续增加新的技能，与更多的品牌商合作接入更多产品线。目前， Alexa 平台开发了超过 4.5 万种技能，超过 2500 多个品牌，1.3 万件的智能家居设备被 消费者使用。亚马逊的智能设备 Echo 等产品已将 AI 融入到了家庭生活，并于 Prime 打 通，形成智能家居的生态闭环。 7. 广告业务是本季度最大亮点之一，对盈利有很大的贡献。根据第三方数据显示亚马逊目 前在美国在线广告市场份额排在第三位，紧随 google 和 FB 之后，预计是今年行业内 增长最快的公司。与传统的两大数字广告巨头相比，亚马逊也有着自己的优势，按照亚 马逊现在的交易规模、客户数量、点击次数、眼球数、视频新内容以及整体生态圈的规 模，亚马逊的广告潜力巨大，变现还处于早期，市场预计 2022 年亚马逊广告收入能做 到 200 亿美元。 8. 公司现在生态圈的护城河越来越高，收入呈阶梯式爆发，长期可持续性强。零售主业稳 固，新零售带来新的贡献。Prime 会员强劲增长也带动了新发力业务的增长：流媒体、 物流、AI+智能硬件、AWS，广告，未来还有潜力爆发的业务：支付、医疗行业。 9. 公司未来会继续加大投入，巩固提升自己的优势，并为未来几十年公司增长提前布局， 几个投资方向： 仓储物流服务，带动收入增长的基础设施。 新零售：whole food 与亚马逊的打通、Amazon Go 等实体尝试。 Alexa 平台 和 Echo 智能硬件生态圈的建设。 Prime 会员的各种福利、Prime Now、Amazon Fresh、流媒体等。 AWS 基础设施建设。 国际市场的拓展。 三、收入 18Q2 收入 528.86 亿美元，同比增长 39.3%，符合 guidance
    [Show full text]
  • 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 © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved Agenda • Overview of Amazon Connect • Integration with other AWS Services • Integration with other WEB Applications • Demo © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Overview of Amazon Connect © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved Amazon strives to be earth’s most customer centric company Amazon Customer Service supports… 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. So we built it © 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 © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect differentiators 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 © 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? 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.
    [Show full text]