Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Adding voice interaction to your apps

150 views

Published on

My presentation from the Digital Workplace Conference in Sydney, August 2019. I spoke about Amazon Lex, Connect and Alexa and how they can be used in your apps

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Adding voice interaction to your apps

  1. 1. © 2019, Amazon Web Services, Inc. or its Affiliates. Adding voice interaction to your apps Brian Farnhill Solutions Architect, Amazon Web Services
  2. 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. 3. © 2019, Amazon Web Services, Inc. or its Affiliates. Creating chat bots
  4. 4. © 2019, Amazon Web Services, Inc. or its Affiliates. Conversational access On-demand Accessible Efficient Natural
  5. 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. 6. © 2019, Amazon Web Services, Inc. or its Affiliates. Amazon Lex A service for building conversational interfaces using voice and text
  7. 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. 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. 9. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Build a chat bot in minutes
  10. 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. 11. © 2019, Amazon Web Services, Inc. or its Affiliates. Call Centre as a Service
  12. 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. 13. We needed the right contact center technology to deliver on our promise
  14. 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. 15. © 2019, Amazon Web Services, Inc. or its Affiliates. So We Built It
  16. 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. 17. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Build a call centre in minutes
  18. 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. 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. 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. 21. © 2019, Amazon Web Services, Inc. or its Affiliates. Alexa skills with no code
  22. 22. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. The Echo Family
  23. 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. 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. 25. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Using Alexa skills blueprints
  26. 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. 27. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. How can I get started?
  28. 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. 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. 30. THANK YOU TO OUR SPONSORS

×