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. 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? 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 © 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? 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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? © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Chat 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 © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Integration with other AWS Services © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved Accelerate your contact center with AWS 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 © 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Capital One uses Amazon Connect to innovate contact center Improving customer outcomes and overall business agility 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/ © 2020, Amazon Web Services, Inc.