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© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
Chris Bergin
B u s i n e s s D e v e l o p m e n t M a n a g e r
A m a z o n C o n n e c t
H o w Y o u C a n U s e A W S I o T a n d A m a z o n C o n n e c t t o
D r i v e P r o a c t i v e C u s t o m e r S e r v i c e
Robert Killory
P r i n c i p a l P r o d u c t M a n a g e r
A m a z o n C o n n e c t
Joe Sullivan
P r i n c i p a l E n g i n e e r
A m a z o n C o n n e c t
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
If you knew the
state of everything
and could
reason on top of that data…
what problems would you solve?
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Typical customer service experience
Water
Heater
Fails Customer
calls
support
Call
Center
Press 1
for Sales
Press 2
for Support
Press 3
for Billing
Press 1
for Commercial
support
Press 2
for Residential
Support
Press 3 for
Support of
OEM devices
Please
enter the
serial
number for
your device Agent
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Typical customer service experience
Agent
Who am I speaking with?Who am I speaking with?
What kind of problem are you having?
Who am I speaking with?
What kind of problem are you having?
What is your device’s serial number?
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Amazon Connect
Real-time and
historical analytics
Skills-based routing
[Automatic Call Distribution (ACD)]
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 Needs
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Self-service
configuration
Dynamic, personal,
and natural contact flows
Open platform
The AWS
ecosystem
Amazon Connect
Differentiators
100%
Cloud based
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
OPEN PLATFORM
Your
S3 Storage
Your Data
Warehouse
Customer
Databases
Business
Intelligence
Workforce
ManagementAgent Data
Call
Recordings
Metrics
Contact
Flows
CRM Contact
Control Panel
AWS
Lambda
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Evolution of IoT
Disrupt or be disrupted. The choice is yours.
Connected Coordinated
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
The impact
Intelligent
decision making
Better relationship
with customers
Increased
efficiency
Data driven
discipline
Products that get
better with time
New services and
business models
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Water Heater as a Service?
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Customer
is contacted
Water Heater is
underperforming
Customer Service
Associate
Virtual Agent
Text or
Push Notification
“Hi, Mrs. Customer, we’ve noticed your
device is experiencing some difficulties
and we recommend a service visit.
Can we schedule that with you now?”
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Proactive customer engagement with IoT
Rules Engine
Actions
AWS Lambda
Water
Heater
Customer Data/ CRM
Amazon
Connect
Amazon
Pinpoint
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
S c e n a r i o # 1
• W a t e r l e a k i n g f r o m w a t e r h e a t e r
S c e n a r i o # 2
• W a t e r t e m p e r a t u r e i s l o w e r t h a n n o r m a l
Demo
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Demo Architecture Overview
Amazon
Pinpoint
Amazon
Connect
Amazon
DynamoDB
AWS
Lambda
AWS IoT
Amazon
Lex
Amazon
Polly
Wrapping up
BAP307 Use Amazon Lex to Build a Customer Service Chatbot in your Amazon Connect
Contact Center
Today
Remember to complete
your evaluations!
© 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Thank you!
J o i n u s a t o u r w o r k s h o p … .
B r i n g i n g t h e P o w e r o f A I t o t h e C o n t a c t C e n t e r

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How To Use AWS IoT and Amazon Connect to Drive Proactive Customer Service - BAP304 - re:Invent 2017

  • 1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. AWS re:INVENT Chris Bergin B u s i n e s s D e v e l o p m e n t M a n a g e r A m a z o n C o n n e c t H o w Y o u C a n U s e A W S I o T a n d A m a z o n C o n n e c t t o D r i v e P r o a c t i v e C u s t o m e r S e r v i c e Robert Killory P r i n c i p a l P r o d u c t M a n a g e r A m a z o n C o n n e c t Joe Sullivan P r i n c i p a l E n g i n e e r A m a z o n C o n n e c t
  • 2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. If you knew the state of everything and could reason on top of that data… what problems would you solve?
  • 3. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Typical customer service experience Water Heater Fails Customer calls support Call Center Press 1 for Sales Press 2 for Support Press 3 for Billing Press 1 for Commercial support Press 2 for Residential Support Press 3 for Support of OEM devices Please enter the serial number for your device Agent
  • 4. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Typical customer service experience Agent Who am I speaking with?Who am I speaking with? What kind of problem are you having? Who am I speaking with? What kind of problem are you having? What is your device’s serial number?
  • 5. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Connect Real-time and historical analytics Skills-based routing [Automatic Call Distribution (ACD)] 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 Needs
  • 6. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows Open platform The AWS ecosystem Amazon Connect Differentiators 100% Cloud based
  • 7. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. OPEN PLATFORM Your S3 Storage Your Data Warehouse Customer Databases Business Intelligence Workforce ManagementAgent Data Call Recordings Metrics Contact Flows CRM Contact Control Panel AWS Lambda
  • 8. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Evolution of IoT Disrupt or be disrupted. The choice is yours. Connected Coordinated
  • 9. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
  • 10. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The impact Intelligent decision making Better relationship with customers Increased efficiency Data driven discipline Products that get better with time New services and business models
  • 11. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Water Heater as a Service?
  • 12. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Customer is contacted Water Heater is underperforming Customer Service Associate Virtual Agent Text or Push Notification “Hi, Mrs. Customer, we’ve noticed your device is experiencing some difficulties and we recommend a service visit. Can we schedule that with you now?”
  • 13. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Proactive customer engagement with IoT Rules Engine Actions AWS Lambda Water Heater Customer Data/ CRM Amazon Connect Amazon Pinpoint
  • 14. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. S c e n a r i o # 1 • W a t e r l e a k i n g f r o m w a t e r h e a t e r S c e n a r i o # 2 • W a t e r t e m p e r a t u r e i s l o w e r t h a n n o r m a l Demo
  • 15. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Demo Architecture Overview Amazon Pinpoint Amazon Connect Amazon DynamoDB AWS Lambda AWS IoT Amazon Lex Amazon Polly
  • 16. Wrapping up BAP307 Use Amazon Lex to Build a Customer Service Chatbot in your Amazon Connect Contact Center Today Remember to complete your evaluations!
  • 17. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Thank you! J o i n u s a t o u r w o r k s h o p … . B r i n g i n g t h e P o w e r o f A I t o t h e C o n t a c t C e n t e r