Use AI to create better customer experiences. Support contact centre modernization, conversational interfaces, crowd analytics, process automation, and content moderation with AI and ML.

1. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Craig Lawton - Smart A/NZ and IoT Solutions Architect, WWPS
Modernize Citizen Services
AI/ML Week 2019

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What to expect from this webinar?
We will explore how to use AWS artificial intelligence
services to create better customer experiences, improve
agent efficiency, and surface meaningful insights for contact
center managers and supervisors.
Understanding your customers is easier today than ever
before. Natural language capabilities can capture a wealth of
information, such as user sentiment and conversational
intent.

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Agenda
- Contact Center Modernization
- AWS Services
- Self-Service Example
- Use Case Demo
- Transcribe Analytics Demo
- Wrap-up

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Contact Center Modernization

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Typical on-premises contact center stack
Customer Agent
CTI
Speech
Recognition
PBX
Connectivity
Call
Routing
Call
Recording
Interactive
Voice Response
Carrier
Connectivity

6. © 2019, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Typical on-premises contact center stack
Customer Agent
CTI
Speech
Recognition
PBX
Connectivity
Call
Routing
Call
Recording
Interactive
Voice Response
Carrier
Connectivity
Reporting

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Heavy professional
services
Hardware, telephony
integration, space
Complex
pricing
Security, scalability,
reliability
Difficult
integrations
Cumbersome
tools
Technology impacts customer satisfaction

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Technology impacts customer satisfaction
Customer Agent
Call
Routing
Call
Recording
Interactive
Voice Response
Reporting CTI
Speech
Recognition
PBX
Connectivity
Carrier
Connectivity
Amazon Connect simplifies this dramatically

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Customer Service at Amazon
Millions
of customers
Dozens
of languages
32
countries
Over 70,000 customer service associates

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Easy to use, cloud-based contact center solution
that scales to support businesses of any size
Skills-based
routing
Real-time and
historical analytics
High-quality
voice capability
Call
recording
Amazon Connect
With tools that grow with your needs!

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Amazon Connect differentiators
No-hassle telephony
10 years of experience Pay-as-you-go pricing
Dynamic, personal, and
natural contact flows
Simple self-service
Open extensible platform
100% cloud-based
AI enabled
Amazon Connect

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Build Replicate Innovate

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The power of AWS
Security
AWS Identity and
Access Management
AWS
Directory Service
Analytics
Amazon
Athena
Amazon
Kinesis
Amazon
Glue
Amazon
QuickSight
AI
Amazon
Lex
Amazon
Polly
Amazon
Transcribe
Development
AWS
Lambda
Amazon
API Gateway
AWS Step
Functions
Database
Amazon
DynamoDB
Amazon
Redshift
Amazon
RDS
Messaging
Amazon
Pinpoint
Amazon Simple
Notification Service
Amazon Simple
Email Service
Management
Amazon
CloudWatch
AWS
CloudFormation
AWS
CloudTrail
Storage
Amazon
S3
Amazon
Glacier
Amazon
Comprehend
Amazon
Translate

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Create conversational interfaces for speech and text, powered by the same
technology as Alexa
Enterprise Ready: Scalable, Versioning and alias support
Build once and integrate with multiple platforms
Includes efficient and intuitive tools to build conversations;
scales automatically
Amazon Lex
Continuous Learning: monitor and improve your bot

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Amazon Transcribe
Amazon Transcribe is a fully managed and continuously trained
automatic speech recognition service powered by deep learning models.
Developers can use Amazon Transcribe to easily add speech-to-text
capabilities to their applications.

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Amazon Transcribe
Features
Speaker
Identification
Channel
Identification
Streaming
Transcription
Language Support
US English US Spanish Australian English Canadian FrenchBritish English
Word-level Time
Stamps
Punctuation and
Capitalization
Word-level
Confidence Scores
Custom
Vocabularies
ItalianBrazilian Portuguese
French Korean German ES Spanish

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Amazon Transcribe – Popular use cases
Media Subtitles Contact Center Analytics Business Productivity
Court Depositions Video Game Chat Accessibility

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How do you extract insights
from unstructured text?

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Amazon Comprehend
Amazon Comprehend is a natural language processing service that uses
machine learning to find insights and relationships in text.

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Amazon Comprehend
Natural Language Processing
Sentiment Entities LanguagesKey phrases Topic modeling

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Amazon Comprehend
Extract insights from text
Amazon.com, Inc. is located in
Seattle, WA and was founded
July 5th, 1994 by Jeff Bezos. Our
customers love buying everything
from books to blenders at great
prices
Named Entities
- Amazon.com: Organization
- Seattle, WA: Location
- July 5th,1994: Date
- Jeff Bezos: Person
Keyphrases
- Our customers
- books
- blenders
- great prices
Sentiment
Positive
Language
English

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Amazon Comprehend
Use cases
Voice of Customer
Analytics
Semantic Search Knowledge
Management/Discovery
Analyzing what customers are saying about
your brand, products and services
Making search smarter by searching on
key phrase, sentiment and topic
Organizing documents, categorizing by
topic and personalizing experiences

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Improved Experiences
Customers Agents Business Stakeholders

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• Regional Utility services (Business/Residential)
• Storm interrupts service to subset of customers
• Customers want to report/get status on outage
• Need for customer feedback on impact
• Subset of Agents impacted by a storm
• Spike in Call Volume/Reduced staff
• Long hold times and poor customer sat
Business Challenge:
Utility Service Interruption Use Case:
Business Scenario:

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Self Service

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Self Service

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I to a
“I need to report a
power problem at
my house.”
Automatic Speech
Recognition
Report Outage
Home Location
Natural Language
Understanding
Intent/Slot
Model
Utterances
Utility Company Chatbot
Intent Report Outage
Location Slot House
“You are the x caller to report an outage in this
location, the estimated time to resolution is yyy.”
Amazon
Polly
“You would like to report a
power outage at your
home location?”
need report
power problem at my house
Self Service

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• Contact Center providing non-emergency municipal services
• ~80% of calls are informational or require transfers
• ~40% of calls are simply transferred to another agency/entity
• Budget decreases, not increases
• Data is not easily accessible – need agent assistance in tagging calls
• Need faster visibility in to citizen complaints – raise awareness
• Need to use automation to provide self service and automated transfers
Business Challenge:
Citizen Services / Inquiry:
Business Scenario:

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Demo

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Contact Center Insights Architecture
Contact Trace
Record (CTR)
Recorded Call Start Job
Is Job Done?
NLP
Insights and
Dashboards
upsert
Amazon Connect

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Demo

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M L F R A M E W O R K S &
I N F R A S T R U C T U R E
A I S E R V I C E S
R E K O G N I T I O N
I M A G E
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 XR E K O G N I T I O N
V I D E O
Vision Speech Language Chatbots
A M A Z O N
S A G E M A K E R
B U I L D T R A I N
F O R E C A S T
Forecasting
T E X T R A C T P E R S O N A L I Z E
Recommendations
D E P L O Y
Pre-built algorithms & notebooks
Data labeling (G R O U N D T R U T H )
One-click model training & tuning
Optimization (N E O )
One-click deployment & hosting
M L S E R V I C E S
F r a m e w o r k s I n t e r f a c e s I n f r a s t r u c t u r e
E C 2 P 3
& P 3 N
E C 2 C 5 F P G A s G R E E N G R A S S E L A S T I C
I N F E R E N C E
Reinforcement learningAlgorithms & models ( A W S M A R K E T P L A C E
F O R M A C H I N E L E A R N I N G )
Artificial Intelligence (AI) & Machine Learning (ML)

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Getting Started
Need help getting started?
- https://aws.amazon.com/connect/resources/
- Listen to Amaysim and eHealth Direct discuss the use of Amazon
Connect

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Thank you!