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Adding voice interaction to your apps
- 1. © 2019, Amazon Web Services, Inc. or its Affiliates. Adding voice interaction to your apps Brian Farnhill Solutions Architect, Amazon Web Services
- 2. © 2019, Amazon Web Services, Inc. or its Affiliates. Agenda Amazon Connect Simple to use, cloud based contact centre Amazon Lex Conversational interfaces for your applications AmazonAlexa Virtual assistant to simplify how humans get things done
- 3. © 2019, Amazon Web Services, Inc. or its Affiliates. Creating chat bots
- 4. © 2019, Amazon Web Services, Inc. or its Affiliates. Conversational access On-demand Accessible Efficient Natural
- 5. © 2019, Amazon Web Services, Inc. or its Affiliates. Developer challenges Conversational interfaces need to combine a large number of sophisticated algorithms and technologies Speech Recognition Language Understanding Business Logic Disparate Systems Authentication Messaging platforms Scale Testing Security Availability Mobile
- 6. © 2019, Amazon Web Services, Inc. or its Affiliates. Amazon Lex A service for building conversational interfaces using voice and text
- 7. © 2019, Amazon Web Services, Inc. or its Affiliates. Text and speech language understanding: powered by the same technology as Alexa Enterprise Ready: connect to enterprise systems via SaaS connectors Versioning and alias support Build once and deploy to multiple platforms Designed for builders: efficient and intuitive tools to build conversations; scales automatically Amazon Lex Features Continuous Learning: monitor and improve your bot
- 8. © 2019, Amazon Web Services, Inc. or its Affiliates. Multi-platform Mobile Messaging Platforms Web IoT SDKs: iOS & Android Mobile Hub Facebook,Twilio SMS, Slack and Kik SDKs: Java, JavaScript, Python, CLI, .NET, Ruby on Rails, PHP, Go, and CPP Integrated with AWS IoT via AWS Lambda Build once and deploy to multiple platforms
- 9. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Build a chat bot in minutes
- 10. © 2019, Amazon Web Services, Inc. or its Affiliates. Lex Pricing $0.004 per voice request $0.00075 per text request Example: 4000 speech requests and 4000 text requests in a month Speech - $16 Text - $3 Total - $19 * All prices are in USD as of 2 August 2019, refer to the website for current pricing
- 11. © 2019, Amazon Web Services, Inc. or its Affiliates. Call Centre as a Service
- 12. Over 70,000 Customer Service Associates support Amazon customers around the world AMAZON SUPPORTS Millions Of Customers Dozens Of Languages 32 Countries Amazon strives to be Earth’s most customer-centric company
- 13. We needed the right contact center technology to deliver on our promise
- 14. 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
- 15. © 2019, Amazon Web Services, Inc. or its Affiliates. So We Built It
- 16. 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
- 17. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Build a call centre in minutes
- 18. © 2019, Amazon Web Services, Inc. or its Affiliates. Customers using Connect in Australia “We were facing call volumes that extended our call on hold [time to] over two hours. That’s time that our customers aren’t spending with patients, which is a huge productivity loss.” Chief customer experience officer - Michael Berndt “It was clear that a paper-only survey was not going to cut it. We needed multiple ways for people to be able to respond, including online and on the phone.” Lead Solutions Architect - David Crisp
- 19. © 2019, Amazon Web Services, Inc. or its Affiliates. Connect pricing Claimed phone number (per day) • Direct Dial $0.10 • Toll Free $0.39 Inbound call rate (per minute) • Direct Dial $0.005 • Toll Free $0.054 Service usage $0.018 per minute * All prices are for operation in the Sydney region, priced in USD as of 2 August 2019, refer to the website for current pricing
- 20. © 2019, Amazon Web Services, Inc. or its Affiliates. Connect pricing Example: A customer calls in for a 7 minute call to a DID number using the Connect softphone • Service charge: 0.18 * 7 = $0.126 • Daily rate for the number = $0.10 • Inbound call charge: $0.005 * 7 = $0.035 Total cost for the call = $0.261 * All prices are for operation in the Sydney region, priced in USD as of 2 August 2019, refer to the website for current pricing
- 21. © 2019, Amazon Web Services, Inc. or its Affiliates. Alexa skills with no code
- 22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The Echo Family
- 23. © 2019, Amazon Web Services, Inc. or its Affiliates. I askAlexa what my day looks like. I askTeem to find an available conference room When I enter the conference room I ask Alexa to start my meeting When running late for next meeting I use Alexa to send a message I ask for my upcoming tasks and reminders. I use Alexa to find time for a 1:1 with my team member Day in the Life with Alexa for Business A F T E R N O O NM O R N I N G ? When I arrive in my office I ask Alexa to query Amazon Athena for the latest sales numbers After my customer call I tell Tact to log my call in Salesforce What would you integrate with Alexa?
- 24. © 2019, Amazon Web Services, Inc. or its Affiliates. • Alexa skill blueprints help you make basic skills without any code or complex deployment • Fill out the templates, apply some metadata, then publish! amazon alexa | S K I L L B L U E P R I N T S
- 25. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Using Alexa skills blueprints
- 26. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. You don’t need to be a developer to be a Builder
- 27. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. How can I get started?
- 28. © 2019, Amazon Web Services, Inc. or its Affiliates. Getting started with AWS Learn with 10-minuteTutorials Explore and learn with simple tutorials and content at http://aws.training Sign up for an AWS account Instantly get access to the AWS FreeTier. More than 60 services for free, with over 20 never expiring. Start building with AWS Begin building with step-by-step guides to help you launch your AWS project. Use Microsoft Quick Starts to get moving quickly
- 29. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Questions? Comments? Brian Farnhill brfarn@amazon.com
- 30. THANK YOU TO OUR SPONSORS
Editor's Notes
- Start Time: 5 mins Run time: 1 min
- At Amazon, we strive to be Earth’s most customer-centric company. And to do this, everyone who works at Amazon understands that our customers are our top priority and that our future as a company is built on our customers’ satisfaction. Today, Amazon supports millions of customers who speak dozens of languages from 32 Customer Service Centers across the globe. Consider that during the 2016 holiday season peak online shopping period, tens of thousands of Customer Service associates supported Amazon customers around the world.
- To deliver on our promise, it’s imperative that our service organizations be empowered to engage with our customers. At the heart of that is a contact center system that needs to be reliable, simple to manage, open, and scales with our needs. With respect to scalability, consider that in preparation for Amazon Prime Day, Amazon’s Customer Service Centers scale up adding thousands of new agents and we scale back down literally in a day. Not only do we require maximum flexibility, but second only to security, the reliability of our contact center is critical in order to service the needs of our customers.
- At Amazon, we consistently strive to ‘raise the bar’ for our customers, and our search found that the traditional call center solutions were unable to meet our demanding requirements. The tools were cumbersome and required highly technical and niche expertise. The integrations were complex with multiple components, channels, and vendors. The systems were built in proprietary environments requiring esoteric skills and heavy professional services. We were also looking for increased security, scalability, and reliability. Nuggets: On Prime Day, for example, we need to be able to scale to meet the high volume of customer interactions in a single day, but be able to contract back down quickly. At Amazon, reliability is second only to security. The solution we sought needed to be secure, but provide the highest level of availability in order for us to serve our customers and their needs. Available solutions did not meet our needs for space, hardware, and telephony integration. Finally, the pricing models were complex, requiring long-term commitments. To deliver on our goal to be Earth’s Most Customer-Centric Company, we knew we needed a better way for our agents to engage with our customers.
- So we built it! Using our knowledge and experience, we built an easy-to-use, intuitive system that enables our customer service agents to focus their attention on the customer, rather than on navigating a complex, difficult-to-use system. Over 50 groups and businesses within Amazon and its subsidiaries provide customer service today, including Zappos, Audible, and of course, Amazon Retail’s customer service.
- Amazon Connect is the contact center solution we designed and built to enable Amazon to deliver an exceptional customer experience. It includes all the standard functionality contact center operations teams have come to expect. Skills-based routing maximizes the efficiency of agents and the satisfaction of customers. Calls are recorded, making it easy to monitor and improve agent quality. All the common reports and analytics you would expect are available and easy to use, including Service Level, Handle Time, and agent performance. And high-quality voice comes standard with Amazon Connect.
- We strive to make Alexa relevant to users at any point in time, and here you’ll see an example of the various touchpoints throughout a consumer’s normal day. As you can see, whether it’s getting daily news, checking the commute, controlling the smart home or simply listening to music Alexa’s capabilities have made her a meaningful addition to people’s lives throughout the day.
- Start Time: 46 mins Run time: 2 min
- Start Time: 49 mins Run time: 1 min