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© 2018, Amazon Web Services, Inc. or its Affilia...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Today’s Experience Challenges
The customer exper...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Imagine if you could…
Create personalized, consi...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Over 70,000 Customer Service Associates
support ...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Solutions in the marketplace
couldn’t meet our e...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Real time and
historical analytic...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Self-service
configuration
100%
cloud-based
Amaz...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Turn Months Into Minutes
Self-service setup with...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Self-service
configuration
Dynamic, personal,
& ...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Contact Flow Engine – Customer Experience Exampl...
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Amazon Connect
Self-service
configuration
Dynami...
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AWS
Lambda
Open Platform and Easy Integrations
C...
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Amazon Connect
Self-service
configuration
Dynami...
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The Power of AWS – Not Just Amazon Connect
Datab...
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THE AI UNDERNEATH
Speech
Recognition
Natural Lan...
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AMAZON LEX
Integrated
development in the
AWS con...
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AMAZON LEX CONCEPTS
Utterances
Spoken or typed p...
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“BOOK A HOTEL”
Book Hotel
NYC
“Book a Hotel in
N...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Demo
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
“BOOK A HOTEL”
Book Hotel
NYC
“Book a Hotel in
N...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
What did we learn?
Amazon Lex Provides the Build...
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
How to get started
Product Details - https://aws...
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Learn from AWS experts. Advance your skills and
...
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Thank You for Attending
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AWS Webinar - Learn how and why to build conversational chatbots

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Chatbots give customers fast, easy access to information and free customer service agents from mundane, repetitive tasks. Coupled with Amazon Connect, a simple to use, cloud-based contact centre, chatbots can help you innovate your customer service model quickly and cost effectively. But what is the most effective mix of live agent, chatbot, web and mobile interactions for your business? In this short 45-minute webinar, you will learn how, when and why to use chatbots. First, we show you how easy it is to build a new Amazon Connect contact centre. Then we’ll use Amazon Lex to build an intelligent conversational chatbot which is integrated with your new Amazon Connect contact centre workflows. The outcome - a chatbot that offers personalized and dynamic caller experiences.

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AWS Webinar - Learn how and why to build conversational chatbots

  1. 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Douglas Park - Solution Architect Learn how and why to build conversational chatbots 31 July 2018
  2. 2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Today’s Experience Challenges The customer experience: • Static and unintuitive • Not personalized • No context • Information repeated The agent experience: • Frustrated customer • No context • Leading to high attrition rates
  3. 3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Imagine if you could… Create personalized, consistent experiences Anticipate customer needs Optimize agent utilisation Change the role of the agent Increase contact center productivity
  4. 4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Over 70,000 Customer Service Associates support Amazon customers around the world Amazon strives to be Earth’s most customer-centric company AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries
  5. 5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Solutions in the marketplace couldn’t meet our expectations Heavy Professional Services Hardware, Telephony Integration, Space Complex Pricing Security, Scalability, Reliability Difficult Integrations Cumbersome Tools We needed the right contact center technology to deliver on our promise
  6. 6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Real time and historical analytics Skills-based routing Call recording High-quality voice capability Easy to use, cloud-based contact center solution that scales to support businesses of any size With Tools That Grow With Your Customer’s Needs
  7. 7. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Self-service configuration 100% cloud-based Amazon Connect
  8. 8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Turn Months Into Minutes Self-service setup with just a few easy steps before you take your first call
  9. 9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Self-service configuration Dynamic, personal, & natural contact flows 100% cloud-based 100% cloud-based Amazon Connect
  10. 10. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Contact Flow Engine – Customer Experience Example Ok, you are now booked for a 9:00AM departure tomorrow out of San Francisco, arriving in Seattle at 11:45AM. Can you please rebook me for the same flight tomorrow? Great Thank you!Data Dip CRM content Hi Nikki Wolf, I see your flight was cancelled today. How can I help you? Incoming customer call
  11. 11. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Self-service configuration Dynamic, personal, & natural contact flows Open platform 100% cloud-based 100% cloud-based
  12. 12. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS Lambda Open Platform and Easy Integrations Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Your S3 Storage Call Recordings Your Data Warehouse Metrics Workforce ManagementAgent Data
  13. 13. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Self-service configuration Dynamic, personal, & natural contact flows Open platform The AWS ecosystem 100% cloud-based
  14. 14. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The Power of AWS – Not Just Amazon Connect Database RDS Dynamo Redshift Management CloudWatch CloudFormation CloudTrail Security IAM Directory Service Messaging Pinpoint SNS SES Development Lambda API Gateway Step Functions Analytics Athena Kinesis Glue QuickSight Storage S3 Glacier AI Lex Polly ComprehendTranscribe
  15. 15. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. THE AI UNDERNEATH Speech Recognition Natural Language Understanding Powered by the same deep learning technology as Alexa
  16. 16. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AMAZON LEX Integrated development in the AWS console Trigger Lambda functions Multi-step conversations One-click deployment Enterprise connectors Fully managed Conversational interface for your applications, powered by the same Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) models as Alexa
  17. 17. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AMAZON LEX CONCEPTS Utterances Spoken or typed phrases that invoke your intent BookHotel Intents An intent performs an action in response to natural language user input Slots Slots are input data required to fulfill the intent Fulfillment Fulfillment mechanism for your intent
  18. 18. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “BOOK A HOTEL” Book Hotel NYC “Book a Hotel in NYC” Automatic Speech Recognition Hotel Booking New York City Natural Language Understanding Intent/Slot Model “Your hotel is booked for Nov. 30th” Amazon Polly Confirmation: “Your hotel is booked for Nov. 30th” a in “Can I go ahead with the booking?” City: New York City Check In: Nov. 30th Check Out: Dec. 2nd Slots
  19. 19. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Demo
  20. 20. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. “BOOK A HOTEL” Book Hotel NYC “Book a Hotel in NYC” Automatic Speech Recognition Hotel Booking New York City Natural Language Understanding Intent/Slot Model “Your hotel is booked for Nov. 30th” Amazon Polly Confirmation: “Your hotel is booked for Nov. 30th” a in “Can I go ahead with the booking?” City: New York City Check In: Nov. 30th Check Out: Dec. 2nd Slots
  21. 21. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. What did we learn? Amazon Lex Provides the Building Blocks Building your chatbot with Amazon Lex allows you to engage with it through multiple channels. Intelligent Contact Centre Build Contact Centre solutions using Amazon Connect and leverage natural language understanding to drive a great user experience. Leverage the AWS Ecosystem By leveraging the AWS ecosystem you can build deep and smart solution providing fluid integration with your own systems.
  22. 22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. How to get started Product Details - https://aws.amazon.com/lex Tutorial - https://amzn.to/2IKIivO AWS Lambda Product Details - https://aws.amazon.com/connect Tutorial - https://amzn.to/2Lmhfsc Product Details - https://aws.amazon.com/lambda Tutorial - https://amzn.to/2KOpzjo Amazon Lex Amazon Connect
  23. 23. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Learn from AWS experts. Advance your skills and knowledge. Build your future in the AWS Cloud. Digital Training Free, self-paced online courses built by AWS experts Classroom Training Classes taught by accredited AWS instructors AWS Certification Exams to validate expertise with an industry- recognized credential Ready to begin building your cloud skills? Get started at: https://www.aws.training/
  24. 24. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Thank You for Attending 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. If you have colleagues interested in learning about the business value of chatbots, please refer today’s “Innovate the Customer Experience with Cloud and AI” webinar and learn how nib created nibby – the first chatbot for the Australian Health industry. https://awsinsight.com.au/events/

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