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AWS re:Invent 2016: Innovation After Installation: Establishing a Digital Relationship with AWS IoT (IOT303)

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In 2004, approximately 400 billion fax pages were sent. Twelve years later, it’s about 4% of that number. The pace of technological change is rapid, but most devices live in the field for 10 to 15 years. It’s hard to maintain competitive value in the face of constant technology improvement, but IoT is changing that. We’ll examine the architectures that allows AWS IoT customers like Pitney Bowes to connect devices to the cloud and enrich the client experience though personalized analytics and recommendations, automated supplies replenishment, and just-in-time self-service.

Published in: Technology

AWS re:Invent 2016: Innovation After Installation: Establishing a Digital Relationship with AWS IoT (IOT303)

  1. 1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Dr. Sarah Cooper, AWS GM IoT Solutions Olga Lagunova, Pitney Bowes VP Software Engineering November 30, 2016 Innovation After Installation Establishing a digital relationship via AWS IoT IOT303
  2. 2. IoT Product Life begins at Installation
  3. 3. What to Expect from the Session  Core Components of ‘Living Product’ Design  Post-Installation Analytics  Easy experimentation  Transparent operations  Common AWS IoT Design Patterns for In-Situ Product Innovation  Pitney Bowes: Future-Proofing the Smart Office on AWS IoT  Re:Invent AWS IoT Announcements in Context
  4. 4. Your Digital Relationship with customers takes on-going work
  5. 5. Post-Installation Analytics Deriving Operational Insights from IoT Data Data Temperature: Choose the right tool for the job HOT WARM COOL COLD Freshly measured data is ‘hot.’ Time to insight is fast, often requiring local and/or streaming analytics Warm data is measured then cached or less immediately important, analytics are less latency sensitive Cool data is collected, stored and analyzed in batch across large populations, taking longer compute times Cold data is historical in nature, often already analyzed but archived for future model training
  6. 6. ⚠ Subsecond Automation Feedback ⚠ Safety Alarms ⚠ Failure Threshold Alerts ⚠ Consumable Deplete Post-Installation Analytics Operational Insights from IoT Data ⌚ General Sensor Measurements ⌚ Device Health & Status ⌚ Consumable Levels ⚙ Process Participation ⚙ Performance KPI, Signal Strength ⚙ Sys Logs ✇ Product-line QA Data ✇ Old Operational Insights ✇ Profiled Operation Modes Measured & Diagnostic Data
  7. 7. Post-Installation Analytics User Behavior & Product Impact Profiling ? AWS IoT AWS Lambda Amazon EMR Amazon QuickSight IoT Data Collection, Policy & Routing Data Cleansing, User Event ID, Enrichment, Forwarding User Pool Behavior Patterns, Cohorts Result Inspection, Data Visualization Product Manager sees new usage pattern to driving new features for an OTA upgrade 💡 Usage Data is the Jet Fuel of Product Innovation
  8. 8. Product Velocity: Ease of Experimentation Evolving Analytics with an Emerging IoT Market t=0 t=5 t=30 t=60 ATTEMPT 1 ATTEMPT 2 ATTEMPT 3 When a product landscape changes suddenly, architectures need flexibility in IoT Platform and Analytics ✔
  9. 9. Operational Transparency Because People Need to Adapt Too 💡 SalesSupport DistributorsSuppliers Stakeholders make all the difference
  10. 10. Architecture Comes Alive
  11. 11. AWS cloud WEATHER LOCATION TRAFFIC External Data Sources for Analytics AWS IoT AWS IoT SDK IP SECURITY CAMERA ECOSYSTEM OF SMART DEVICES DIRECT CONNECTED SMART DEVICE Amazon Elasticsearch Service Amazon DynamoDB Amazon S3 Amazon Machine Learning AWS Lambda AWS Lambda Predictive Maintenance & Behavioral Analytics PRODUCT ANALYTICS AWS Marketplace or APN Partner Product Management Workflow CRM Customer Information Store Service, Repair & Installation AWS IAMAmazon API Gateway AWS Elastic Transcoder API MANAGER AWS IOT SERVICES: Registry, Rules, Shadow, CDM, Provisioning, OTA, Security AWS Initiated Data Flows API Connection Points AWS Terminating Data Flows Amazon RDS Connected Product User Mobile Application Connected Product Operations Application Product Experimentation Streaming Analytics AWS Kinesis AWS Kinesis Analytics Amazon SNS An IoT ‘Living Product’ Architecture Keeping your product critical for its full lifetime
  12. 12. AWS cloud WEATHER LOCATION TRAFFIC External Data Sources for Analytics AWS IoT AWS IoT SDK IP SECURITY CAMERA ECOSYSTEM OF SMART DEVICES DIRECT CONNECTED SMART DEVICE Amazon Elasticsearch Service Amazon DynamoDB Amazon S3 Amazon Machine Learning AWS Lambda AWS Lambda Predictive Maintenance & Behavioral Analytics PRODUCT ANALYTICS AWS Marketplace or APN Partner Product Management Workflow CRM Customer Information Store Service, Repair & Installation AWS IAMAmazon API Gateway AWS Elastic Transcoder API MANAGER AWS IOT SERVICES: Registry, Rules, Shadow, CDM, Provisioning, OTA, Security AWS Initiated Data Flows API Connection Points AWS Terminating Data Flows Amazon RDS Connected Product User Mobile Application Connected Product Operations Application Product Experimentation Streaming Analytics AWS Kinesis AWS Kinesis Analytics Amazon SNS AWS IoT SDK ECOSYSTEM OF SMART DEVICES Amazon EMR TIME TO INSIGHT HOT WARM WARM COOL Amazon Machine Learning AWS Lambda AWS Kinesis Analytics High Volume, Quick to Insights  Product Alerts, Threshold Monitoring  Critical User Event ID & Notification Easy to Change, Serverless, Cheap to Run  Product Heuristics & Data Operations  Complex Event Profile & Business Logic Pre-packaged ML Tools, Easy Model Creation  Predictive Maintenance  User Behavioral Analytics Large Data Sets, Flexible BYO Analytic Engine  Historical Pattern Batch Analytics  Population/Fleet-wide Insight Product Analytics Design Patterns AWS at the Speed of Insight
  13. 13. AWS IoT SDK ECOSYSTEM OF SMART DEVICES Product Adaptation Design Patterns Designing Products that Respond Amazon S3 CRM Customer Information Store AWS IoT Certificate AWS IoT Device Shadow Amazon Machine Learning AWS Lambda AWS IoT Device Gateway AWS IoT Rules Engine Amazon SNS ! DEVICE PUBLISHES USER EVENT DATA IOT RULES ENGINE IDs EVENT, ROUTES TO USER CHURN ML MODEL ML MODEL DETERMINES BEHAVIOR PATTERN & RETURNS PROFILE IOT RULES ENGINE CALLS LAMBDA FOR THE PROFILE, CREATES SNS ALERT LAMBDA CALLS CRM FOR USER VIP STATUS, SETS UPGRADE TO SHADOW DEVICE RECONNECTS, SHADOW PUSH UPGRADE TO RETAIN USER AFTER: VIP Upgrade Applied to Retain Customer BEFORE: Behavior Analytics for Product Satisfaction
  14. 14. Pitney Bowes
  15. 15. Our digital transformation: Helping clients and customers thrive in a physical and digital world 16Pitney Bowes | December 5, 2016 Communicate Identify Locate Ship Pay • Design System • Design Thinking • Globalization • SaaS • APIs • Mobile Business SystemsCloud EnabledDesign Data • IoT • Data Platform • Analytics • Subscriptions • Identity Management • Provisioning Pitney Bowes Commerce Cloud
  16. 16. 1.5M small and medium business clients worldwide. The experience our clients want • Mailing and shipping in all global markets is complex. Clients are looking for simplicity. Our IoT challenge • Connect existing postal meters in the field • Develop new sending devices Pitney Bowes Shipping & Mailing solutions: Providing a simplified experience for existing and new devices 17 Pitney Bowes | December 5, 2016
  17. 17. 70+ interviews 3,024 people surveyed Post Offices & Shipping Vendors10 4 continents
  18. 18. Brownfield IoT: SmartLink™ solution for existing devices 19Pitney Bowes | December 5, 2016 Pitney Bowes Commerce Cloud SmartLink connects existing meters to new tools and solutions via the Pitney Bowes Commerce Cloud.
  19. 19. Connect: We make it simple to connect SmartLink™ devices. 20Pitney Bowes | December 5, 2016 Easy self-service instructions less than 1% support calls for installation help
  20. 20. Greenfield IoT: SmartLink™ solution for new devices 21Pitney Bowes | December 5, 2016 Pitney Bowes Commerce Cloud All-in-one easy-to-use mailing, shipping and tracking
  21. 21. Pitney Bowes IOT Strategy 22Pitney Bowes | December 5, 2016 Automated supply replenishment Error notifications; just in-time self-help tutorials Personalized usage insights and recommendations Automated software updates Business benefits: • Additional value to customers • Increased customer satisfaction • Digital relationships with clients • Intelligence to drive actions • Efficiency and cost savings Connected devices Client-facing digital services and applications Proactive Problem detection and management Automated services Intelligent predictive analytics Remote management Call center and services optimization Telemetry Commands
  22. 22. We’ve established a data platform with IoT and advanced spatial capabilities. 23Pitney Bowes | December 5, 2016 Secured Data Lake Data Platform SolutionsData Customers Partners PB Business Data as a Service / API Management Data Ingestion (Batch and Streaming) Data Scientists PB Product Teams Device Data /IoT) Ecommerce & Shipping Enterprise Mailing Data Location Intelligence Enterprise IT Partner GeoEnrich Compute Experimentation and Data ExplorationProduction Applications Visualize Analyze IOT Platform Spatial Platform
  23. 23. We’re delivering personalized client experiences enabled by IoT. 24Pitney Bowes | December 5, 2016
  24. 24. 25Pitney Bowes | December 5, 2016 Brownfield: Building an IoT Platform on AWS Kinesis Stream Lambda Lambda DynamoDB Elasticsearch Amazon S3 PB Data Lake Amazon EMR Connect EnrichCollect GeoEnrich Compute Analyze Deliver Insights Serve Information Device Info Service Notifications Service Command Service Software Update Automate Analyze Data Analytics Service Client Apps (mobile / web) Alerts Notifications Device Analytics for Client Care and Field Services Product Usage and Analytics CRM Integration
  25. 25. 26Pitney Bowes | December 5, 2016 Greenfield: Utilizing AWS IoT Kinesis Stream AWS IoT Device Gateway Lambda Lambda Elasticsearch Amazon S3 PB Data Lake Amazon EMR Connect EnrichCollect Deliver Insights Serve Information Device Info Service Notifications Service Command Service Software Update Automate GeoEnrich Compute Analyze Analyze Data Analytics Service Client Apps (mobile / web) Alerts Notifications Device Analytics for Client Care and Field Services Device Shadow Rule Engine Product Usage and Analytics CRM Integration DynamoDB
  26. 26. 27Pitney Bowes | December 5, 2016 01 Connect AWS IoT Device Gateway Connect Brownfield: • Electric Imp Cloud gathers data (telemetry) and sends commands to device • Device connects to Electric Imp via proprietary protocol • Electric Imp Cloud connects to Kinesis stream on AWS • Commands are sent from AWS to electric imp via REST API Greenfield: • AWS IoT simplifies cloud implementation for new devices that will run AWS IoT SDK • MQTT protocol between devices and AWS IoT; • Secure communication using X509 certificate Kinesis Stream Device Shadow Rule Engine
  27. 27. 28Pitney Bowes | December 5, 2016 02 Collect, process and enrich Kinesis Stream Lambda Lambda DynamoDb Lambda Elasticsearch Amazon S3 PB Data Lake Amazon EMR EnrichCollect GeoEnrich Compute Analyze Device Shadow Use AWS managed services to process large volume of data in real time from millions of devices. Location Intelligence and spatial analytics are an important part of IoT platform. Lesson Learned: Kinesis stream backup is a lifesaver. Tip: Lambda supports multiple languages node/java/python. Its worth doing performance comparison across languages to find the best fit. WEATHER LOCATION TRAFFIC PB and External Data Sources Amazon S3 Rule Engine WORLD BOUNDARIES POINTS OF INTEREST DEMO- GRAPHICS
  28. 28. 29Pitney Bowes | December 5, 2016 03 Act, automate and deliver insights Customer-facing Apps • Automate: software and rate downloads • Serve: supplies auto-replenishment • Serve: alerts and just-in-time self-help • Analyze: usage insights and personalized recommendations on how to reduce cost PB Internal Apps • Serve: create tickets and provide preventive maintenance using integration with SalesForce • Serve: provide device information and analytics to client care and field services • Analyze: nurture customer relationship based on product usage by integrating with marketing systems • Analyze: learn from devices in the field to make the next generation of products better Deliver Insights Serve Information Device Info Service Notifications Service Command Service Software Update Automate Analyze Data Analytics Service Client Apps (mobile / web) Alerts Notifications Device Analytics for Client Care and Field Services Product Usage and Analytics CRM Integration
  29. 29. IoT is a journey and a continuous learning experience that transforms your organization. Expand insight, enrich engagement and boost satisfaction. Connected devices Collect data Enrich data Analyze Predict Deliver insights Act Automate Customers Sales personnel Customer care Field service 30Pitney Bowes | December 5, 2016
  30. 30. Pitney Bowes digital transformation in the news 31Pitney Bowes | December 5, 2016 Best Business Transformation Award at IoT World Congress for SmartLink™ Winner of the Innovators Award at Oktane16 for championing innovation and cloud Featured in The Huffington Post for our Design Thinking approach Listed as a company on the leading edge of digital transformation
  31. 31. AWS IoT Announcements for Living Products
  32. 32. AWS IoT Greengrass Local AWS Lambda: When Your Data is Too Hot To Handle AWS IoT Dashboards Faster, Easier IoT Data for People AWS IoT Enterprise Button IoT Products Should be as Simple as Possible
  33. 33. Thank you!
  34. 34. Remember to complete your evaluations! Olga Lagunova (PB), Dr. Sarah Cooper (AWS) Innovation after Installation: Establishing a digital relationship via AWS IoT

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