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AWS User Groups of Florida
Add IOT to your Machine Learning Powered BlockChain
Contact Center
About Me
• Who am I?
• What’s my background?
• How am I using AWS?
• What do I want to accomplish in this presentation?
About Us
• Amazon Connect Go-to Consulting Partner
• Elemental Channel Partner
• Marketplace Channel Program
• Microsoft o...
Agenda
• Amazon Connect Overview
• AWS Services “Well Integrated” with Amazon Connect
• Interfaces (IOT)
• Machine Learnin...
Amazon Connect Overview
• ACD-as-a-service
• ProvisionToll Free orToll Numbers
• Port in/port out existing numbers
• Outbo...
Amazon Connect Users
• Integrates with your existing technology footprint
• Active Directory (or use Directory Service)
• ...
Amazon Connect Queues
• Supports Hours of Operations
• Define a maximum number of calls for overflow capabilities
• Suppor...
Amazon Connect Metrics
• Per Call
• CustomerTrace Record (CTR)
• Call Recording
• Sent to S3
• Administrator/Supervisor
• ...
Amazon Connect Contact Flows
• IVR-as-a-service
• Each leg of the call can be influenced:
• What caller first hears
• What...
Interfaces
• Initiators
• Alexa Skill (API: Call Control + Data Stream)
• Alexa Calling (Literally, call)
• Click-to-Call ...
Machine Learning - Layers of Abstraction
• Application Specific (All Levels)
• Amazon Comprehend (+Medical)
• Amazon Lex
•...
How do we tie this all together?
• Demo
Conclusion
• Moving a Contact Center, while a seemingly arduous task can be done on a
shortened timeframe (6-8 weeks for 8...
Developer Community Involvement
• Boca Raton: https://www.meetup.com/awsflorida
• Doral: https://www.meetup.com/AWSUserGro...
Learn More About AWS
• Getting Started
https://aws.amazon.com/getting-started
• General Reference
http://docs.aws.amazon.c...
Contact Us
• E-Mail
• sales@cloudhesive.com
• URL
• https://cloudhesive.com
• Phone
• United States: 800-860-2040 x1 (Miam...
ThankYou for Listening!
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Add IOT to your Machine Learning Powered Blockchain Contact Center

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- Integrating Amazon Connect call flows with your CRM.
- Leveraging Machine Data to derive insights from Amazon Connect derived data.
- Make your call center agent’s lives easier by providing relevant information to them ahead of the call.
- Call your Bitcoin broker with the click of a single button. Literally.

PRESENTATION BY:
- Patrick Hannah | VP of Engineering @ CloudHesive

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Add IOT to your Machine Learning Powered Blockchain Contact Center

  1. 1. AWS User Groups of Florida Add IOT to your Machine Learning Powered BlockChain Contact Center
  2. 2. About Me • Who am I? • What’s my background? • How am I using AWS? • What do I want to accomplish in this presentation?
  3. 3. About Us • Amazon Connect Go-to Consulting Partner • Elemental Channel Partner • Marketplace Channel Program • Microsoft on EC2 Launch Partner • Amazon FSx for Windows Launch Partner • VMWare Cloud on AWS Managed Services Provider • AWS 50 Certified • Texas DIR contracted vendor (DIR-TSO-4146)
  4. 4. Agenda • Amazon Connect Overview • AWS Services “Well Integrated” with Amazon Connect • Interfaces (IOT) • Machine Learning Services
  5. 5. Amazon Connect Overview • ACD-as-a-service • ProvisionToll Free orToll Numbers • Port in/port out existing numbers • Outbound Caller ID Name + Number • Pre-configurable speed dial numbers • Environment ready within minutes from provisioning (regardless of size) • Near-infinite capacity • Simple pricing: • Per minute, per leg (Inbound from customer, outbound to agent, platform usage) • Per day, per number • Supports Data encryption at rest with Key Management Service (KMS) • Reports, Recordings • Supports Data encryption in flight with customer supplied key • Credit-card-in-IVR-collection
  6. 6. Amazon Connect Users • Integrates with your existing technology footprint • Active Directory (or use Directory Service) • User provisioning requires less than 30 seconds of administrator time (point and click), can be automated through API and supports bulk provisioning • Connectivity • WebRTC stream can be routed over Direct Connect • Granular role/permission assignment; Does not need to conform Traditional Administrator/Supervisor/Agent roles • Empower your business to run their business • Supports hierarchies (Supervisor, Lead,Tier 3,Tier 2,Tier 1, etc.) for reporting purposes • Administrative Changes are Logged • Agent Status Changes are Logged
  7. 7. Amazon Connect Queues • Supports Hours of Operations • Define a maximum number of calls for overflow capabilities • Supports prioritization and skill based routing (routing profile) • Supports custom statuses (On Break, etc.) for reporting and routing purposes
  8. 8. Amazon Connect Metrics • Per Call • CustomerTrace Record (CTR) • Call Recording • Sent to S3 • Administrator/Supervisor • Trailing since midnight, Past n hours • 30 minute granularity • Built in reports/dashboards • Real time + Historical • Detailed data extracts • CSV to S3, transferred hourly • Basic • CloudWatch • Per Agent • Agent Event • Streams API
  9. 9. Amazon Connect Contact Flows • IVR-as-a-service • Each leg of the call can be influenced: • What caller first hears • What caller hears when in queue • What caller hears when connecting to an agent • What agent hears when connecting to a caller • Enable/disable recording of caller/agent legs • Play custom audio or text to speech (numerous languages and voices) • Menus + Digit collection • Percentage allocation, look ahead routing, error handling, timeout handling, default routing • Speech to text/natural language processing (via Lex) • Programmatic functions (via Lambda) – perform real time data lookup against nearly anything, based on call data, pass results back to the call • Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via Administrator/Supervisory view
  10. 10. Interfaces • Initiators • Alexa Skill (API: Call Control + Data Stream) • Alexa Calling (Literally, call) • Click-to-Call (API: Call Control + Data Stream) • Buttons/Sensors (API: Call Control to Dummy Number + Data Stream) • Apps (API: Call Control + Data Stream) • Phone (Literally, a call) • Once initiated interact via: • DTMF • Voice (Bot) • Voice (Agent) • What this allows us to do: • Combine modes to start an interaction out on a device, move to voice and ultimately move to an agent
  11. 11. Machine Learning - Layers of Abstraction • Application Specific (All Levels) • Amazon Comprehend (+Medical) • Amazon Lex • Amazon Polly • Rekognition • Amazon Transcribe • Amazon Translate • Amazon Macie • Quicksight ML (Preview) • Forecast (Preview) • Textract (Preview) • Personalize • AWS Machine Learning (Beginner) • AWS SageMaker (Intermediate) • AWS DeepLens • AWS DeepRacer (April 2019) • Deep Learning Learning AMIs (Advanced)
  12. 12. How do we tie this all together? • Demo
  13. 13. Conclusion • Moving a Contact Center, while a seemingly arduous task can be done on a shortened timeframe (6-8 weeks for 800 users) with minimal hard cost (pay per use) • Adding additional interfaces (IOT originated contacts, as an example) can be done in a componentized manner, again with minimal hard cost • And finally, adding ML based services, such asTranslate can be done with minimal heavy lifting, adding near real time voice analysis to your call recordings
  14. 14. Developer Community Involvement • Boca Raton: https://www.meetup.com/awsflorida • Doral: https://www.meetup.com/AWSUserGroupDoral • Fort Lauderdale: https://www.meetup.com/South-Florida-Amazon-Web-Services-Meetup • Jacksonville: https://www.meetup.com/AWS-User-Groups-of-Florida-Jacksonville • Miami: https://www.meetup.com/Miami-AWS-Users-Group • Miami Beach: https://www.meetup.com/aws-user-group-miami • Orlando: https://www.meetup.com/Orlando-AWS-Users-Group • Palm Beach Gardens: https://www.meetup.com/AWS-Users-Group-of-Florida-Palm-Beach-Gardens • Tampa: https://www.meetup.com/Tampa-AWS-Users-Group • Montevideo, Uruguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-AWS-en-Montevideo • Asuncion, Paraguay: https://www.meetup.com/Meetup-de-Amazon-Web-Services-en-Asuncion • South Florida Jenkins Area Meetup: https://www.meetup.com/South-Florida-Jenkins-Area-Meetup
  15. 15. Learn More About AWS • Getting Started https://aws.amazon.com/getting-started • General Reference http://docs.aws.amazon.com/general/latest/gr • Global Infrastructure https://aws.amazon.com/about-aws/global-infrastructure/ • FAQs https://aws.amazon.com/faqs • Documentation https://aws.amazon.com/documentation/ • Architecture https://aws.amazon.com/architecture • Whitepapers https://aws.amazon.com/whitepapers • Security https://aws.amazon.com/security • Blog https://aws.amazon.com/blogs • What’s New https://aws.amazon.com/about-aws/whats-new/2019 • News https://aws.amazon.com/blogs/aws • Service Specific Pages https://aws.amazon.com/service • AWS Answers https://aws.amazon.com/answers/ • AWS KnowledgeCenter https://aws.amazon.com/premiumsupport/knowledge-center/ • SlideShare http://www.slideshare.net/AmazonWebServices • Youtube https://www.youtube.com/user/AmazonWebServices • Github https://github.com/aws and https://github.com/awslabs • /r/aws https://www.reddit.com/r/aws
  16. 16. Contact Us • E-Mail • sales@cloudhesive.com • URL • https://cloudhesive.com • Phone • United States: 800-860-2040 x1 (Miami, Florida, US) • Argentina: +54 (11) 51737475 x1 (Buenos Aires, AR) • United Kingdom: +44 (20) 37955127 x1 • Australia: +61 (2) 80742932 x1
  17. 17. ThankYou for Listening!

- Integrating Amazon Connect call flows with your CRM. - Leveraging Machine Data to derive insights from Amazon Connect derived data. - Make your call center agent’s lives easier by providing relevant information to them ahead of the call. - Call your Bitcoin broker with the click of a single button. Literally. PRESENTATION BY: - Patrick Hannah | VP of Engineering @ CloudHesive

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