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.