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Connect and lex runthrough
- 1. © 2019, Amazon Web Services, Inc. or its Affiliates. Chat bots and call centres in the cloud, in minutes! 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
- 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. Customers using Connect around the world Cut costs by 80%, simplified transactions and reduced wait times Allows focusing on business logic instead of classification and data extraction
- 11. © 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 1000 text requests in a month Speech - $16 Text - $0.75 Total - $16.75 * All prices are in USD as of 14 May 2019, refer to the website for current pricing
- 12. © 2019, Amazon Web Services, Inc. or its Affiliates. Call Centre as a Service
- 13. 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
- 14. We needed the right contact center technology to deliver on our promise
- 15. 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
- 16. © 2019, Amazon Web Services, Inc. or its Affiliates. So We Built It
- 17. 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
- 18. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Build a call centre in minutes
- 19. © 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
- 20. © 2019, Amazon Web Services, Inc. or its Affiliates. Customers using Connect around the world 1000 agents across 4 on-prem systems migrated in 5 months Redirects 1800 calls every 24 hours, changes routing in seconds and automated call blacklist Seamless integration between Connect and SalesForce allowed customization of the agent experience with data
- 21. © 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 14 May 2019, refer to the website for current pricing
- 22. © 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 14 May 2019, refer to the website for current pricing
- 23. © 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
- 24. © 2019, Amazon Web Services, Inc. or its Affiliates. Lessons from the field…
- 25. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. But first… some definitions Intent Utterance Slot Order pizza “I want to order a pizza…” “I want to order a Hawaiian pizza…” ”Can I get a pizza delivered...” Hawaiian Action that a user wants to perform What the user says Configuration of the action
- 26. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Incorporate as wide a range of representative sample utterances as you can Don't configure overlapping utterances across different intents Don't use spec!@l characters !n utt#rance5
- 27. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Keep the utterance sentences simple in structure with correct spelling and grammar Don't use long complicated phrasing and multi-part sentences in your utterances Aviod splling misatkes
- 28. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Structure the intents with a focus on what the user is trying to achieve, rather than on the responses you need to provide Don't configure too many different or random, unrelated utterances against a single intent.
- 29. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Leverage slots to consolidate intents Guide and prompt your users
- 30. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Perform continuous monitoring, testing and tuning Don't simply copy utterances from conversation logs Don't simply copy utterances from conversation logs
- 31. © 2019, Amazon Web Services, Inc. or its Affiliates.© 2019, Amazon Web Services, Inc. or its Affiliates. Questions? Comments? Brian Farnhill brfarn@amazon.com
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.
- Think about the multiple ways users might say them, and incorporate variants that include words such as "please" in various locations. It is better to provide too many utterances than to provide too few, as long as they don't overlap with utterances in other intents (refer Don't #1). The utterances you provide should map to a specific intent and, optionally, to specific slot values. You need to make them as distinct to the intent as possible.
- Long and complicated sentences are less likely to be used by students and can reduce chatbot accuracy. Shortened form and abbreviated sentences are also OK as long as they match the way a user might commonly ask the question. Keep the utterances as straight forward and simple as possible. While it may be tempting to train the bot with common misspellings, these can throw the NLP model off balance and lead to an overall reduction in accuracy.
- Work backwards from the user's perspective, not from the content. For example, instead of having "library opening hours" in its own intent about the library, create a generic "opening hours" intent and configure a slot with "library" as one possible value. Other slot values could then be "café", "gym", "shop" and "security office". This will increase the likelihood of incorrect matching against the intent.
- This will reduce the total number of intents and help reduce the likelihood of utterance overlap. This is also the best way to "scale" the chatbot's knowledge, allowing the total number of responses to increase without significantly increasing the number of intents. When configuring slots, restrict the slot matching by setting "Restrict to slot values and synonyms" (or valueSelectionStrategy = TOP_RESOLUTION via the API). This will reduce the likelihood of Lex matching the intent with invalid or unrelated slot values.
- Improving the chatbot accuracy is an ongoing process. Measure the impact of all content changes and do not roll out content or configuration changes that reduce the chatbot accuracy. The utterances need to be structured properly, in a manner in line with the "do's" above. Using too many unrelated or complicated phrases will reduce the accuracy of the chatbot.
- Start Time: 49 mins Run time: 1 min