In this chalk talk, we explore how services like Amazon Transcribe and Amazon Comprehend can be used in conjunction with Amazon Connect and Salesforce Service Cloud to gain key insights from Amazon Connect call recordings. We explore how it’s possible to quickly integrate your contact center and customer-relationship-management (CRM) system, and use natural-language capabilities, such as user sentiment and conversational intent, to improve customer and agent experiences.

1. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Improve contact center and CRM
experiences via machine learning and
analytics
Marc Rudkowski
Principal consultant
AWS Professional Services /
Amazon Connect Global Practice
S V C 3 0 6
Steve Earl
Consultant
AWS Professional Services /
Amazon Connect Global Practice

2. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Agenda
• Amazon Connect overview
• Amazon Connect CTI Adapter for Salesforce overview
• Artificial intelligence services overview
• Solution demo
• Whiteboard – solution architecture walk-through

3. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Related breakouts
SVC308 – AI-powered speech analytics for Amazon Connect
Randy Hand and Mike Wallace

4. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
More than 70,000 customer service associates
support Amazon customers around the world
Millions of customers
Dozens of languages
32 countries
Amazon strives to be Earth’s
most customer-centric company

5. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
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. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Self-service
configuration
Dynamic, personal,
& natural experiences
Open platform
The AWS
ecosystem
100%
cloud based
Amazon Connect overview

7. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Workforce
managementAgent data
Your data
warehouse
Metrics
Call
recordings
Open platform/easy integrations
Contact
flows
CRM
AWS
Lambda
Customer
databases
Business
intelligence
Contact
control panel
Your
S3 storage

8. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
The power of AWS: Not just Amazon Connect
Security
IAM
AWS Directory
Service
Analytics
Amazon
Athena
Amazon
Kinesis
AWS Glue
Amazon
QuickSight
AI
Amazon Lex Amazon Polly
Amazon
Comprehend
Amazon
Transcribe
Development
AWS Lambda AWS Step FunctionsAPI Gateway
Database
DynamoDB Amazon RedshiftAmazon RDS
Messaging
Amazon
Pinpoint
Amazon SNS Amazon SES
Management
Amazon
CloudWatch
AWS
CloudFormation
AWS
CloudTrail
Storage
Amazon S3 S3 Glacier

9. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Prebuilt integration from AWS
Simple self-service
Extensible, free, and open-source toolkit
Amazon Connect CTI Adapter
for Salesforce Service and Sales Cloud
Available today

10. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Transcribe
Amazon Transcribe is a fully managed and continuously trained automatic
speech recognition service powered by deep learning models.
Developers can use Amazon Transcribe to easily add speech-to-text capabilities
to their applications.

11. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Transcribe
Features
Speaker identification Channel identification
Streaming
transcription
Language support
US English US Spanish Australian English Canadian FrenchBritish English
Word-level
timestamps
Punctuation and
capitalization
Word-level
confidence scores
Custom
vocabularies
ItalianBrazilian Portuguese

12. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Transcribe: Popular use cases
Media subtitles Contact center analytics Business productivity
Court depositions Video-game chat Accessibility

13. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
How do you extract insights
from unstructured text?

14. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Comprehend
Amazon Comprehend is a natural language processing service that uses machine
learning to find insights and relationships in text.

15. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Comprehend
Natural language processing
Sentiment Entities LanguagesKey phrases Topic modeling

16. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Comprehend
Extract insights from text
Amazon.com, Inc. is located in
Seattle, WA and was founded July
5, 1994 by Jeff Bezos. Our
customers love buying everything
from books to blenders at great
prices
Named entities
• Amazon.com: Organization
• Seattle, WA: Location
• July 5,1994: Date
• Jeff Bezos: Person
Key phrases
• Our customers
• Books
• Blenders
• Great prices
Sentiment
• Positive
Language
• English

17. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Comprehend
Use cases
Voice of customer analytics Semantic search Knowledge management/discovery
Analyzing what customers are saying about your
brand, products, and services
Making search smarter by searching on key
phrase, sentiment, and topic
Organizing documents, categorizing by
topic, and personalizing experiences

18. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Call
recordings
Amazon
Transcribe
Amazon
Comprehend
Sentiment
Key Phrases
Entities
Languages
Syntax
Speakers
Transcript
Amazon Connect CTI Adapter
for Salesforce Service and Sales Cloud

19. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.

20. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.

21. Thank you!
S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Marc Rudkowski
mrudkows@amazon.com
Steve Earl
smearl@amazon.com