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Maximising the Customer Experience with Amazon Connect and AI Services

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In this session, you will learn best practices for implementing simple to advanced use cases on Amazon Connect - a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations

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Maximising the Customer Experience with Amazon Connect and AI Services

  1. 1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Paul Armstrong, Solutions Architect 20th September 2017 Maximising the Customer Experience with Amazon Connect and Artificial Intelligence Services
  2. 2. Session Objectives • Introduction to AI Services • Introduction to Amazon Connect • Walkthrough a Use Case and design considerations for building conversational interfaces • Historical Reporting and Analytics Amazon Lex AWS Lambda Amazon Connect Amazon SNS Amazon S3 Amazon Kinesis Amazon Athena Amazon Polly
  3. 3. AI Services on AWS
  4. 4. AI Services Amazon Rekognition Amazon AI: Democratized Artificial Intelligence
  5. 5. Amazon Rekognition Deep learning-based image recognition service Search, verify, and organize millions of images Object and Scene Detection Facial Analysis Face Comparison Facial Recognition
  6. 6. AI Services Amazon Rekognition Amazon Polly Amazon AI: Democratized Artificial Intelligence
  7. 7. Life-like Speech Service Converts text to life-like speech 47 voices 27 languages Low latency, real time Fully managed
  8. 8. AI Services Amazon Rekognition Amazon Polly Amazon Lex Amazon AI: Democratized Artificial Intelligence
  9. 9. Amazon Lex: Conversational Chatbots I’d like to book a hotel. Sure! What city would you like to book it in?
  10. 10. Amazon Lex: Conversational Chatbots I’d like to book a hotel. Sure! What city would you like to book it in? New York City Destination: New York City
  11. 11. Amazon Lex: Conversational Chatbots I’d like to book a hotel. Sure! What city would you like to book it in? New York City When would you like to check in? Next Friday Destination: New York City Check In: 21/7/2017
  12. 12. Amazon Lex - Technology Amazon Lex Automatic Speech Recognition (ASR) Natural Language Understanding (NLU) Same technology that powers Alexa Cognito CloudTrail CloudWatch AWS Services Action AWS Lambda Authentication & Visibility Speech API Language API Fulfillment End-Users Developers Console SDK Intents, Slots, Prompts, Utterances Input: Speech or Text Multi-Platform Clients: Mobile, IoT, Web, Chat API Response: Speech (via Polly TTS) or Text
  13. 13. Lex: Build Natural, Conversational Interactions In Voice & Text Voice & Text “Chatbots” Powers Alexa Voice interactions on mobile, web & devices Text interaction with Slack & Messenger Enterprise Connectors (with more coming) Salesforce Microsoft Dynamics Marketo Zendesk Quickbooks Hubspot
  14. 14. AI Services Amazon Rekognition Amazon Polly Amazon Lex More to come in 2017 Amazon AI: Democratized Artificial Intelligence
  15. 15. AI Services AI Platform Amazon Rekognition Amazon Polly Amazon Lex More to come in 2017 Amazon Machine Learning Amazon Elastic MapReduce Spark & SparkML More to come in 2017 Amazon AI: Democratized Artificial Intelligence
  16. 16. AI Services AI Platform AI Engines Amazon Rekognition Amazon Polly Amazon Lex More to come in 2017 Amazon Machine Learning Amazon Elastic MapReduce Spark & SparkML More to come in 2017 Apache MXNet TensorFlow Caffe Theano KerasTorch CNTK Amazon AI: Democratized Artificial Intelligence
  17. 17. AI Services AI Platform AI Engines Amazon Rekognition Amazon Polly Amazon Lex More to come in 2017 Amazon Machine Learning Amazon Elastic MapReduce Spark & SparkML More to come in 2017 Apache MXNet Caffe Theano KerasTorch CNTK Amazon AI: Democratized Artificial Intelligence TensorFlow P2 ECS Lambda GreenGrass FPGAEMR/Spark More to come in 2017 Hardware
  18. 18. Amazon Connect
  19. 19. Tens of thousands of 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
  20. 20. 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
  21. 21. So We Built It
  22. 22. 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 Amazon Connect
  23. 23. Self-service configuration 100% cloud-based Amazon Connect Differentiators
  24. 24. Turn Months Into Minutes Self-service setup with just a few easy steps before you take your first call
  25. 25. Self-service configuration Dynamic, personal, & natural contact flows 100% cloud-based 100% cloud-based Amazon Connect Differentiators
  26. 26. 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 Contact Flow Engine – Customer Experience
  27. 27. NATURAL Amazon Lex Chatbots use the same technology that powers Alexa DYNAMIC Answer customer questions before they are even asked PERSONAL Contact flows adapt on a per customer basis 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 Contact Flow Engine – Customer Experience
  28. 28. Self-service configuration Dynamic, personal, & natural contact flows Open Platform 100% cloud-based 100% cloud-based Amazon Connect Differentiators
  29. 29. OPEN PLATFORM Your S3 Storage Your Data Warehouse Customer Databases Business Intelligence Workforce ManagementAgent Data AWS Lambda Call Recordings Metrics Contact Flows CRM Contact Control Panel Open Platform/ Easy Integrations
  30. 30. Self-service configuration Dynamic, personal, & natural contact flows Open Platform The AWS ecosystem 100% cloud-based Amazon Connect Differentiators
  31. 31. Customer Connected Minute Pay as you go No hassle telephony No required commitments No hardware or space required Pay only for the value delivered to your customers Automatic Scaling Amazon Connect https://aws.amazon.com/connect/pricing/
  32. 32. Telephone numbers available in these countries: Australia Austria Belgium Canada Czech Republic Denmark Finland France Germany Greece Hong Kong Ireland Italy Japan Mexico Netherlands New Zealand Norway Poland Portugal Slovakia Spain Sweden Switzerland United Kingdom United States • New with APAC region support (Sydney) • New with EU region Support (Frankfurt) Phone Number Availability
  33. 33. Example Scenario
  34. 34. Example Use Case • Key requirements • Receive Call to a Team Member • If the Agent is unavailable forward to Team • Escalate calls across teams • Call Recording with Search • Outbound click to dial from Salesforce • Email missed call to Team Amazon Connect
  35. 35. Configuring Connect Amazon Connect
  36. 36. Telephony Amazon Connect
  37. 37. Data Storage Amazon Connect
  38. 38. Data Streaming Amazon Connect
  39. 39. Application Integration Amazon Connect
  40. 40. Contact Flows Amazon Connect
  41. 41. Administer Connect Amazon Connect
  42. 42. Claim a Phone Number Amazon Connect
  43. 43. Manage Phone Numbers Amazon Connect
  44. 44. Create Queue Amazon Connect
  45. 45. Contact flow Amazon Connect
  46. 46. Call Recording • Writes Call Recordings to the specified bucket when the instance was configured. • Apply S3 Lifecycle policies Amazon Connect S3 Folder Structure S3_bucket/connect/instancename/CallRecordings/yyyy/mm/dd/uniqueid_yyyymmddTHH:MM_UTC.wav
  47. 47. Create Working Profile Amazon Connect
  48. 48. Create Users Amazon Connect
  49. 49. Summary of Configuration Queues • Agent1Queue • Agent2Queue • Team1Queue On each queue, set an outgoing number dedicated to individual users. Amazon Connect Working Profiles • Agent1Profile • Agent1Queue • Team1Queue, • Set the outgoing queue to Agent1Queue. • Agent2Profile • Agent2Queue • Team1Queue • set the outgoing queue to Agent2Queue. Users • Agent1 • Agent2
  50. 50. Salesforce Integration • Install a Package in Salesforce • Provide a configuration xml • Connect Application Configuration • Support Click To Dial Amazon Connect
  51. 51. Amazon Lex Integration • Give Connect Permissions to post content to Lex • E.g. add an in line policy to connect-access-role-xxx Amazon Connect
  52. 52. Create Amazon SNS Topic • Create a topic and note arn: for AWS Lambda • Subscribe to topic with an email group Amazon SNS
  53. 53. Build AWS Lambda Function • Create a role AWS Lambda Create a Lambda Function
  54. 54. Build AWS Lambda Function • Declarations • Function close – response for Amazon Lex AWS Lambda
  55. 55. Build Lambda • Intent leave_message Read slots passed from Lex builds the message and send to SNS topic • (Store ARN as Lambda variable) AWS Lambda
  56. 56. Build Lambda The handler calls the dispatch, checks the intent name from Lex and then calls the function to process AWS Lambda
  57. 57. Lambda Environment Variables Variables accessed in code by os.environ['TopicArn’] AWS Lambda
  58. 58. Lambda Test Event: Lex Call AWS Lambda • Intent to process • Slots – Data captured from Intent • Session Attributes
  59. 59. Build AWS Lambda Function • Create/reuse role AWS Lambda Create a Lambda Function
  60. 60. Lambda Environment Variables Give permissions for Amazon Connect to Invoke Lambda AWS Lambda aws lambda add-permission --function-name ConnectMessageSender --statement-id 4 -- principal connect.amazonaws.com --action lambda:InvokeFunction --source-account 123456789123 --region us-east-1
  61. 61. Build Lambda • Read the Contact Record to process from the flow AWS Lambda
  62. 62. Lambda Test Event: Connect Call AWS Lambda • Parameters from flow • Contact Data relating to the number called, the calling customer number
  63. 63. Lex • Create a Bot : MailBox Amazon Lex
  64. 64. Lex – Intent LeaveMessage Utterances: The question is asked “Would you like to leave a message?” Amazon Lex
  65. 65. Lex - Slots MyName: The Name of the Person CallReason: CallReasons Reasons for call Date Time CompanyName: Name of the organisation Amazon Lex
  66. 66. Lex - Fulfilment Call the Configured Lambda. This will send the json format containing the slot values from the intent. Amazon Lex
  67. 67. Add Other Intents Add the following intents using the associated Built In Intents • Cancel using AMAZON.CancelIntent • Stop using AMAZON.StopIntent Create Intent “No” Create Intent “ExitCall” Amazon Lex
  68. 68. Lex - Testing • Build and Test • If there is an error check CloudWatch log files for Lambda. • Publish and choose an alias Amazon Lex
  69. 69. Configure Connect to Integrate with Lex In Contact Flows +Add Lex Bot Select the Lex Bot MailBox Amazon Connect
  70. 70. Connect Lex Call In Contact Flow In the contact flow “Get Customer Input” Set the Text for Connect to prompt Set the name and alias for Lex (they are case sensitive) Add the intents • LeaveMessage • ExitCall • No • Stop • Cancel Amazon Connect
  71. 71. Call from Lambda In Contact Flow On Invoke AWS Lambda Add the ARN of the Lambda Function ConnectMessageSender This flow will email the contact details to the team for calls received where a message was not taken Amazon Connect
  72. 72. Amazon Lex Mailbox Intent: Leave Message AWS Lambda MailboxLambda Amazon SNS email notification Amazon Connect MailboxLambda LambdaBasicExecution SNSFullAccess Connect-xxx Access to Lex Amazon CloudWatch High Level Service Flow ConnectMessage SenderLambda
  73. 73. Reporting Have a target S3 Bucket e.g. create a reports folder Amazon S3
  74. 74. Create Firehose Stream Amazon Kinesis • Select S3 as destination • Select connect bucket and the reports/ folder
  75. 75. Create Firehose Stream Amazon Kinesis
  76. 76. Configure Connect Data Streaming Amazon Kinesis
  77. 77. Configure Connect Data Streaming Amazon Kinesis
  78. 78. Example Contact Trace Record Amazon S3 • JSON records stored for contact flows • Full context of call recordings can be queried directly from S3 repository
  79. 79. Configure Athena to Read Data Amazon Athena • Create a database “connectreports”
  80. 80. Configure Athena to Read Data Amazon Athena • Creating tables in Athena https://aws.amazon.com/blogs/big-data/create-tables-in-amazon-athena-from-nested-json-and- mappings-using-jsonserde/ • Supporting tool to assist conversion https://aws.amazon.com/blogs/big-data/create-tables-in-amazon-athena-from-nested- json-and-mappings-using-jsonserde/ • Cataloguing tables with AWS Glue http://docs.aws.amazon.com/glue/latest/dg/add-crawler.html
  81. 81. Example Query Data Show call recordings by agent. Amazon Athena
  82. 82. Amazon Lex Mailbox Intent: Leave Message AWS Lambda MailboxLambda Amazon SNS email notification Amazon Connect MailboxLambda LambdaBasicExecution SNSFullAccess Connect-xxx Access to Lex Amazon CloudWatch Amazon S3 Amazon Kinesis High Level Service Flow Amazon Athena ConnectMessage SenderLambda
  83. 83. Demo
  84. 84. Email Generated
  85. 85. Summary • Contact Flows and Call Escalation • Call Recordings Stored in S3 • Integration with Lex/Polly for Conversational interfaces • Integrate with Kinesis for ingestion of Contact Trace Records to S3 • Analytics and reporting tools • Click to dial from Salesforce • Abandoned calls are processed by Lambda function
  86. 86. Thank You armpaul@amazon.co.uk

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