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Financial Svcs: Build Customer-Centric Contact Centers with Amazon Connect and Machine Learning (FSV301) - AWS re:Invent 2018

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How can Financial Services companies meet growing customer demands for personalized, high-quality service while satisfying regulatory obligations? In this session, learn how Amazon Connect, a self-service, cloud-based contact center, can integrate with machine learning services on AWS such as Amazon Transcribe, Amazon Comprehend, and Amazon Lex to enable financial institutions to deliver transformational omni-channel experiences to their customers while complying with regulations like MiFID II, the GDPR, and the SEC's data retention rules. Learn how to use Amazon Connect to easily set up a cloud-based contact center solution that scales to support businesses of any size. Then learn how to integrate Amazon Connect with machine learning services on AWS to make contact center content available for search and analysis by natural language processing tools, which can yield valuable insights into customer sentiment, customer preferences, and the most common issues customers raise during service interactions.

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Financial Svcs: Build Customer-Centric Contact Centers with Amazon Connect and Machine Learning (FSV301) - AWS re:Invent 2018

  1. 1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Build Customer-Centric Contact Centers with Amazon Connect and Machine Learning Hanybal Jajoo Principal Solutions Architect AWS Global Financial Services F S V 3 0 1 Kenneth Jackson Principal Solutions Architect AWS Global Financial Services
  2. 2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Agenda • Compliance and customer expectation challenges in contact centers • A vision for the future: AWS Machine Learning powered insights • Amazon Connect: a self-service, cloud-based contact center • Demo: Building an ML-driven customer service pipeline
  3. 3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Recording all calls is effectively mandatory for FIs • SEC 17-a-4 – “Every member, broker and dealer … shall preserve for a period of not less than six years, the first two years in an easily accessible place, all records …” • FINRA 3010/3170 - “[Members] shall include procedures for tape recording all telephone conversations between the taping firm … and both existing and potential customers and for reviewing the tape recordings to ensure compliance with applicable securities laws and regulations and applicable FINRA rules.” • “MiFID II introduces … an EU-wide harmonised requirement on firms to record telephone conversations … relating to … the reception, transmission and execution of orders …” • Also: Dodd-Frank / CFTC 23.202 & 203, TCPA, SOX, GLBA, ECOA
  4. 4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. But, there are limits • “… the classic ‘calls may be recorded’ disclaimer … under GDPR … may not be sufficient to count as consent.” • ”[GDPR] requires ‘ensuring that the period for which the personal data are stored is limited to a strict minimum’ and that ‘time limits should be established’ […] for erasure or for a periodic review.” • “It is a violation of PCI DSS Requirement 3.2 to store any sensitive authentication data … even if encrypted. It is therefore prohibited to use any form of digital audio recording … for storing CAV2, CVC2, CVV2 or CID.”
  5. 5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Customer expectations are also rising [Our research shows] the genuine cost of leaving customers hanging on the telephone, with 25% switching provider because they’ve been kept on hold and 32% switching because they’re tired of talking to multiple agents. -- TTi Global 2018 Customer Satisfaction Benchmark Report -- Deloitte 2017 global contact center survey
  6. 6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon language & speech services
  7. 7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Integrated development in the AWS console Trigger AWS Lambda functions Multi-step conversations One-click deployment Enterprise connectors Fully managed Build Intelligent Conversational Applications Amazon Lex
  8. 8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Chatbot Demo
  9. 9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Multi-Channel integration •Mobile App •Website •Facebook •Twilio •Slack •Etc. Omni-channel chatbot experience
  10. 10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Virtual Concierge
  11. 11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Transfer Money From Account To Account Amount When “We have transferred $500 from your checking account to your savings account” Amazon Polly Confirmation: “We have transferred $500 from your checking account to your saving account” “Confirm the transfer details” Transfer Checking Natural Language Understanding move money checking Automatic Speech Recognition some from Slot Utterances Checking Savings $500 Today Model/Slot “Move some money from my checking account” “Transfer Money”
  12. 12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 1 2 Define sample utterances Define slots Define Intent Amazon Lex Authoring
  13. 13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 2 3 Confirm transaction Fulfill transaction 1 Elicit information Define interact with bot Amazon Lex Use Cases
  14. 14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Turn text into lifelike speech using deep learning Wide Selection of Voices and Languages Synchronize Speech Fine-grained Control Unlimited Replay Amazon Polly
  15. 15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  16. 16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Automatic conversion of speech into accurate, grammatically correct text Support for telephony audio Timestamp generation Intelligent punctuation and formatting Recognize multiple speakers Custom vocabulary Multiple languages Amazon Transcribe
  17. 17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  18. 18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Discover insights and relationships in text Entities Key Phrases Language Sentiment Amazon Comprehend Amazon Comprehend
  19. 19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  20. 20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural and fluent language translation Real-time translation Batch analysis Automatic language recognition Low cost Amazon Translate
  21. 21. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Translate …a “pocket” knife on amazon.de
  22. 22. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Translate …a happy customer wrote Really a very good Pocket knife. Had yesterday after breakfast something poppy hang between the teeth. Because I once again found no toothpicks, I ordered mine without further ADO this pocket knife. The integrated toothpick (Nr. 3) is very stable and very quickly I could clean my teeth. Super! To the rest I can tell nothing unfortunately because I him not be emergency.
  23. 23. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Translate …the neural version “Really a very good pocket knife. Had a little poppy between the teeth yesterday after breakfast. Since I didn’t find a toothpick again, I ordered this pocket knife shortly. The integrated toothpick (No.3) is very stable and I could clean my teeth very quickly. Great! I can’t say anything about the rest because I don’t need it.”
  24. 24. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. A m a z o n C o n n e c t Real time and historical analytics Skills-based routing [Automatic Call Distribution (ACD)] 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 Call recording
  25. 25. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Customer Agent Partner solutions (e.g. anti-fraud) CRM/WFM/Issue management software Computer-telephony integration (CTI) Call recording Automatic Call Distributor (ACD) Interactive Voice Response (IVR) The traditional model is difficult to transform
  26. 26. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Partner solutions (e.g. anti-fraud) CRM/WFM/Issue management software Customer AgentAmazon Connect Computer-telephony integration (CTI) Interactive Voice Response (IVR) Automatic Call Distributor (ACD) Call Recording Amazon Connect simplifies the contact center stack
  27. 27. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. 100% cloud-based Amazon Connect differentiators
  28. 28. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Self-service configuration 100% cloud-based Amazon Connect differentiators
  29. 29. © 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
  30. 30. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  31. 31. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows 100% cloud-based Amazon Connect differentiators
  32. 32. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Thank you. Your credit card is now unlocked and you should be able to proceed with the transaction. Sure, the code is 123456 Great. Thank you!Data Dip CRM content Hi Hanybal, based on unusual activity, we have locked your Credit Card. Is your call related to this? If so, please enter the onetime code sent to your phone. Incoming customer call Contact flow engine: customer experience
  33. 33. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Thank you. Your credit card is now unlocked and you should be able to proceed with the transaction. Sure, the code is 123456 Great. Thank you!Data Dip CRM content Hi Hanybal, based on unusual activity, we have locked your Credit Card. Is your call related to this? If so, please enter the onetime code sent to your phone. Incoming customer call Contact flow engine: customer experience Natural Amazon Lex the same technology that powers Alexa Dynamic Answer customer questions before they are even asked Personal Contact flows adapt on a per customer basis
  34. 34. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows Open 100% cloud-based Amazon Connect differentiators
  35. 35. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Open platform / Easy integrations
  36. 36. Salesforce Service Manager Integration
  37. 37. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Open platform / Easy integrations Your Amazon S3 Storage (encrypted AWS KMS) Call Recordings
  38. 38. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Durable, encrypted call recordings
  39. 39. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Open platform / Easy integrations Your Amazon S3 Storage (encrypted AWS KMS) Call Recordings Your Data Warehouse Metrics
  40. 40. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. AWS Lambda Customer Databases Business Intelligence Contact Flows CRM Contact Control Panel Open platform / Easy integrations Your Amazon S3 Storage (encrypted AWS KMS) Call Recordings Your Data Warehouse Metrics Workforce ManagementAgent Data
  41. 41. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Self-service configuration Dynamic, personal, and natural contact flows Open The AWS ecosystem 100% cloud-based Amazon Connect differentiators
  42. 42. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
  43. 43. Custom Connect Control Panel
  44. 44. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Securely Capturing Data from Customers
  45. 45. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Translate Amazon Transcribe Amazon Comprehend Amazon Lex Amazon Polly Amazon Connect Amazon AI contact center experiences
  46. 46. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Questions • Are you sure all customer calls are being recorded? • Can you produce those recordings on demand? • What about calls or portions of calls which shouldn’t be retained? • What is that compliance costing you? • What percentage of calls are you reviewing for compliance, quality, customer satisfaction, and business insight? • What insights into the causes of customer delight and dissatisfaction are you leaving on the table? • When you find insight, how long does it take to alter your IVR and contact center scripts to take action?
  47. 47. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Resources (to help you build something like this) AWS Contact Center Blog https://aws.amazon.com/blogs/contact-center/ AWS Machine Learning Blog https://aws.amazon.com/blogs/machine-learning/ Live Coding with AWS: Building Call Centers with Amazon Connect https://youtu.be/WESBp_Sg7cg Discovering and indexing podcast episodes using Amazon Transcribe and Amazon Comprehend https://aws.amazon.com/blogs/machine-learning/discovering-and-indexing-podcast-episodes- using-amazon-transcribe-and-amazon-comprehend/
  48. 48. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Related breakouts Wednesday, November 28 AIM304 - Transform the Modern Contact Center Using Machine Learning and Analytics 4:45 – 5:45PM | Venetian Tuesday, November 27 FSV303 - Financial Svcs: Mine Actionable Insights from Customer Interactions Using Machine Learning (hands-on workshop) 12:15 – 2:30PM | Bellagio, Level 1, Renoir 2 Wednesday, November 28 BAP307-R3 - [REPEAT 3] Build a Real-Time Kibana Dashboard for Your Contact Center Data 2:30 – 3:30PM | Mirage, Grand Ballroom D, Table 2
  49. 49. Thank you! © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Hanybal Jajoo hanyba@amazon.com Kenneth Jackson jaknn@amazon.com
  50. 50. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

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