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Voice of the Customer Analytics with Natural Language Processing - AWS Summit Sydney 2018

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Voice of the Customer Analytics with Natural Language Processing

This session explores the use of building a comprehensive natural language processing pipeline to perform text analytics to better understand how to respond to and improve customer experience. Attendees will learn how to use AWS services including Amazon Comprehend and Amazon Transcribe to process and perform sentiment analysis on voice of the customer data such as customer call recordings and social media.

Tom McMeekin, Solutions Architect, Amazon Web Services

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Voice of the Customer Analytics with Natural Language Processing - AWS Summit Sydney 2018

  1. 1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Tom McMeekin Solutions Architect, Amazon Web Services Injae Kwak Solutions Architect, Amazon Web Services Voice Of The Customer Analytics With Natural Language Processing
  2. 2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Tuning Into the Voice of the Customer Input Output NPS EXIT Entities Key Phrases Language Sentiment Unified view of the Customer journey Competitive Intelligence Customer Service Training Trends & Insights Analysis
  3. 3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural Language Processing At AWS FRAMEWORKS & INFRASTRUCTURE Platform Services Amazon Machine Learning Mechanical Turk Spark & EMRSageMaker PLATFORM SERVICES APPLICATION SERVICES
  4. 4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural Language Processing At AWS Platform Services Apache MXNet PyTorch Cognitive Toolkit Keras Caffe2 & Caffe TensorFlow AWS Deep Learning AMI GPU MobileCPU IoT (Greengrass) Amazon Machine Learning Mechanical Turk Spark & EMR Gluon SageMaker AWS DeepLens PLATFORM SERVICES APPLICATION SERVICES Frameworks & Infrastructure
  5. 5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural Language Processing At AWS Application Services Platform Services Apache MXNet PyTorch Cognitive Toolkit Keras Caffe2 & Caffe TensorFlow AWS Deep Learning AMI GPU MobileCPU IoT (Greengrass) Rekognition Polly Lex Gluon Transcribe Translate Comprehend AWS DeepLens Amazon Machine Learning Mechanical Turk Amazon EMR Amazon SageMaker APPLICATION SERVICES Frameworks & Infrastructure
  6. 6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Natural Language Processing At AWS Application Services Platform Services Frameworks & Infrastructure Apache MXNet PyTorch Cognitive Toolkit Keras Caffe2 & Caffe TensorFlow AWS Deep Learning AMI GPU MobileCPU IoT (Greengrass) Amazon Rekognition Amazon Polly Amazon Lex Gluon Amazon Transcribe Amazon Translate Amazon Comprehend AWS DeepLens Amazon Machine Learning Mechanical Turk Amazon EMR Amazon SageMaker
  7. 7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Voice Of The Customer Pipeline Processing of Text Text Analytics Transcription of Audio
  8. 8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Voice Of The Customer Pipeline Amazon Connect Amazon Transcribe Text Analytics Call Transcript Processing of Text
  9. 9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Transcribe Time stamps and confidence scores Regular and telephony audio Punctuation Language Detection Multiple speakers Custom vocabulary § Hello /Hola Automatic speech recognition (ASR) service
  10. 10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Transcribe Use Cases Call centersSubtitles for VOD Broadcast Closed Captions Dictation
  11. 11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Timestamping and Confidence Score 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0 12.0 13.0 14.0 15.0 16.0 17.0 “I would like to reschedule my flight to Melbourne to later tonight” 3.480 sec Confidence : 1 6.402 sec Confidence : 0.95 10.541 sec Confidence : 1
  12. 12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Call Centre Transcription Amazon Connect Amazon S3 Amazon S3 AWS Step Functions Amazon Transcribe
  13. 13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Finding Insights And Relationships In Text Text Analytics Amazon Transcribe Amazon Connect Amazon Transcribe Call Transcript
  14. 14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Finding Insights And Relationships In Text Text Analytics Text Amazon Comprehend Amazon Kinesis Data Firehose /raw Amazon Transcribe Amazon Connect Call Transcript
  15. 15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Comprehend Keyphrase Extraction Sentiment Analysis Entity Analysis Topic Analysis Language Detection Amazon Comprehend Continuously trained Analysis of unstructured text Integration with: • Amazon S3 • AWS Glue Natural language processing (NLP) service
  16. 16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Finding Insights And Relationships In Text Text Analytics Amazon Comprehend Amazon Kinesis Data Firehose /raw Amazon Transcribe Amazon Connect Text
  17. 17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Finding Insights And Relationships In Text Amazon Comprehend Amazon Kinesis Data Firehose /raw Amazon Transcribe Amazon Connect /enriched Text
  18. 18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Serverless Analytics Build and run analytics without thinking about servers Easy to build visualisations, perform ad-hoc analysis AWS Glue Amazon Athena Amazon QuickSight Automatically discover data and stores schema Interactive query service to analyse data in Amazon S3 using standard SQL Amazon Athena Amazon QuickSight AWS Glue /enriched
  19. 19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Finding Insights And Relationships In Text Amazon Comprehend Amazon Kinesis Data Firehose /raw Amazon Transcribe Amazon Connect /enriched Amazon Athena AWS Glue Amazon QuickSight Text
  20. 20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Transcribe • Free to try! • Pay for what you use • AWS SDK, Code Samples Amazon Comprehend Build a Social Media Dashboard using Machine Learning Detect Sentiment from Customer Reviews using Amazon Comprehend Go LearnGo Build http://amzn.to/2sW88JN http://amzn.to/2EZvIXH
  21. 21. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Thank You

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