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AWS Webinar Series - Innovating the Customer Experience with Cloud and AI

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Join us for a 60-minute webinar showcasing how nib, Australian Bureau of Statistics and GoGet are using cloud, Alexa and chatbots to increase speed to market and experiment with new customer interaction channels. You will also learn how the technology that helped handle over 3-million Amazon Retail customers interactions in one day, and which has been used by Amazon Retail for over 10 years, is the foundation for the Amazon Connect Cloud Contact Centre service.

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AWS Webinar Series - Innovating the Customer Experience with Cloud and AI

  1. 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Phillip Zammit Head of Sales Amazon Connect - APAC Innovating the Customer Experience with Cloud and AI
  2. 2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Your Speakers Today David Crisp Solutions Architecture Adam Novak Head of Group Customer Experience and Operational Excellence Rachel Moore Rachel Moore – Head of Product Development
  3. 3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
  4. 4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Over 70,000 Customer Service Associates support Amazon customers around the world. Millions Of Customers Dozens Of Languages 32 Countries 121 physical locations 15,000 at home agents
  5. 5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Solutions in the marketplace didn’t meet expectations Heavy Professional Services Hardware, Telephony Integration, Space Complex Pricing Security, Scalability, Reliability Difficult Integrations Cumbersome Tools We needed the right technology to deliver our customer promise
  6. 6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark The Power of AWS – Not Just Amazon Connect Messaging Developer Tools Machine Learning & AI Storage Security Database Analytics Management
  7. 7. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark The Power of AWS – Not Just Amazon Connect Machine Learning & AI Analytics Athena Kinesis Glue QuickSight Lex Polly ComprehendTranscribe
  8. 8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark …is for a data-driven, programmatic AI-enabled CX platform where customer service is predictive, and machine learning underpins the delivery of improved outcomes for customers Our Vision
  9. 9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark • Track conversations in real-time • Predict behavior through machine learning • Experiment and ‘learn-fast’ Imagine if you could…
  10. 10. David Crisp Solution Architecture Australian Bureau of Statistics
  11. 11. Australian Marriage Law Postal Survey
  12. 12. Trust in government and politicians are now at their lowest levels since 1993. - Professor Mark Evans How Australians Imagine Their Democracy: The Power Of Us
  13. 13. Amazon CloudFront Amazon API Gateway AWS Lambda Amazon S3 Amazon Dynamo DB User Browser Amazon Polly + Connect Online Form IVR Day 8 First Contact with AWS Day 14 Work Commenced Day 20 First Cut AWS Service Delivered Day 50 Solution Live! Day 1 ABS notified by Federal Government
  14. 14. … the Bureau has set itself apart as a leader in implementing accessible alternatives on a national scale. - Alastair McEwin Australian Disability Discrimination Commissioner
  15. 15. Views on Postal Survey (% Strongly Agree/Agree) 94%The ABS is making it easy for the public to participate in the Postal Survey 90%The ABS can be trusted to manage the Postal survey
  16. 16. Lessons Cloud is the only solution for Australia-wide IT events AWS as a trusted provider
  17. 17. Adam Novak Head of Group Customer Experience and Operational Excellence
  18. 18.  Over 5,000 live chats p.a. initiated by international customers to consultants who cannot help them  22% of live chats p.a. are initiated by customers with a sales/quote enquiry  35% of live chats p.a. were initiated by customers with hospital or claims enquiry  6% of live chats p.a. related to self-service transactions Start with the voice of customer  Route to correct queue to eliminate hours of poor customer and employee experiences  Direct sales leads to sales agents to increase conversion  Improve experiences in key moments of truth by routing to hospital accredited consultants  Directing customers to online services and deflecting the query from the contact centre
  19. 19. Role of a stealth agent Don’t over process Keep things simple and lean Be brave, get started
  20. 20. Hi I’m nibby, your virtual assistant. So I can help today, could I please start with your name Can you pls send me my tax statement Hi can you pls send me a tax statement, so I can help direct you to the right place, please type words like “quote”, “claim”, “payment”  Experimentation focussed and agile environment  Things we got wrong e.g. name calling, no manners, avatar  Up to 12 deployments a day Fail fast and iterate
  21. 21. Human behaviour and digital assistants New processes and unforeseen benefits e.g. cancellation requests to specialised consultants Be prepared for the unexpected and adapt
  22. 22. Treat your digital assistant as an actual employee  Monitor and feed continuously with training data
  23. 23. 16,000 interactions since Oct-17 72% success rate 23% call deflection rate 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 nibby Monthly Performance Series2 Series1
  24. 24. Ongoing Experimentation and Learning  Continuous improvement and training through missed utterances  Customer feedback and self learning loop  Enhanced performance reporting and visual management  Voice of Customer analysis to identify opportunities per business segment  Personality and conversational flow by use case and business segment
  25. 25. Rachel Moore Head of Product Development
  26. 26. Australia’s 1st carsharing service Started in Newtown in 2003 Started with 3 (well used) cars and 12 members Now at over 100,000 members and 2800+ cars. More than 5 million journeys.
  27. 27. How to Carshare Must be a member of the service Unique swipe card for each user (tracking and responsibility) Bookings for an hour or more via web, mobile (app) or phone Cleaning, petrol, maintenance, parking and insurance included Monthly invoice with ‘trip comments’ Dedicated parking bays
  28. 28. Who Carshares? 81% 72% 81%
  29. 29. Carshare for ‘all’ Equipped with baby seats 2011 Launched student plan 2013 Launched learner driver program 2014 Launched senior driver plan 2015 Launched wheelchair accessible 2016 Launched Alexa Skill 2018
  30. 30. What customer challenge was GoGet trying to solve?
  31. 31. What is GoGet’s Alexa Skill?
  32. 32. Why focus on existing members?
  33. 33. What have we learned?
  34. 34. What would we have done differently?
  35. 35. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Phillip Zammit Head of Sales Amazon Connect - APAC Innovating the Customer Experience with Cloud and AI
  36. 36. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark How to continue the conversation Option 1: AWS CX Working Backwards Workshop to define your Customer Experience Experiment - 5 City Roadshow across ANZ Option 2: Deep Dive 1:1 session with the AWS CX team to scope Proof of Concept Vote now!
  37. 37. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Thank-you 

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