Communication service providers (CSPs) operate in a saturated market, squeezed by competition and commoditization. At the same time, new markets present millennials who are “digital natives” and expect an “Amazon-like” digital experience across multiple channels. Therefore, CSPs need a multi-channel digital care solution that provides a personal experience to meet all their care needs in the very first encounter. in this session, learn about AWS Contextual Care, enabled by our partner, Wysdom.AI. This solution provides a multi-channel contextual care experience, able to accurately answer potentially hundreds of thousands of care-related questions while driving down cost of care. Learn how you can import your most common care questions and stand up a solution that adds value within 90 days. This solution leverages Amazon Lex, Amazon Polly, Amazon Comprehend, Amazon EC2, and Amazon ELB.

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Drive Down OpEx and Drive Up
Net Promoter Score with Contextual
Care (Telecom Example)
T L C 3 1 7
Ross McWalter
Business Development, Telecom
AWS
Karthik Balakrishnan
CTO
Wysdom.AI

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Customer trends
CONTINUED DEMAND
FOR INSTANT GRATIFICATION
56%
say they’re willing to pay slightly more for a
product or service for convenience
CHAT HERALDS EFFICIENCY OVER TRADITIONAL
COMMUNICATION CHANNELS
58%
say they get a quicker response with chat
than by emails or calls
ACCEPTANCE OF AI IN CUSTOMER
INTERACTIONS IS NOW HIGHER THAN EVER
80%
prefer using
chatbots for quick
queries
38%
believe AI will
improve
customer service
MESSAGING APPS ARE THE EMERGING FRONTIER
FOR COMMUNICATION WITH BUSINESSES
89%
of consumers would like to use messaging to
communicate with business

4. Natural language-powered applications set to
grow 10x in the next seven years
Largely fueled by
demand for cognitive
search and virtual
assistants
Content will be
increasingly created
using AI
Enterprises using AI set to double
from 15% to 31% in 2018
Services (AI supervision)
to account for more than a
third of that growth
$5K
$10K
$15K
$20K
$25K
$30K
Dollars in millions
Hardware ServicesSoftware
Natural language processing total revenue
by segment, world markets
From articles to images,
generative models will aid
content design and creation
Source: Tractica
Key AI business trends

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Wysdom.AI offer the only
comprehensive conversational AI
service, with cutting-edge AI
management tools, tech, a
massive library of AI training data,
and an AI training practice to
ensure your solution performs at
its best
The easiest way to offer
conversational AI that
actually works
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Regional Telco - 16B Annual Revenue
65% increase
in customer satisfaction
International Enterprise - 6MM customers
90% precision
in answers served
Large Service Provider - > $280MM Revenue
89% automation
in customer chats
Proven success

7. Founded in 2012, Wysdom.AI is a Canadian company offering
the world’s most mature AI virtual assistant solution, and an
accompanying suite of operational tools and services
Headquartered in Toronto, Wysdom has enterprise
deployments in North America, Latin America, and Europe
Funded by ScaleUP Ventures, Brightspark, Mantella
Venture Partners, and Extreme Venture Partners
We work with Amazon to ensure your AI infrastructure
is reliable, scalable, and easily configurable across
channels, and authentication levels
About
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

8. Client successes
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

9. Understanding the phrase Behavioral insights
Responding with the
appropriate disposition
Optimize content Optimize business processOptimize AI
Operating conversational AI
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

10. Customer
has
a question
Web or Mobile search Wysdom Search
Wysdom Conversations
Wysdom for IVR
Social or web chat
Amazon Comprehend
ASR (Automatic Speech Recognition)
TTS (Text-to-speech)
Transcribed text
Response
Intentanalysis
IVR/digital assistant
Chat/messaging
Web/mobile
VoiceXML
Voice or phone call
Brand’s assets:
WYSDOM PLATFORM
Our omni-channel approach

11. FULL STACK
FROM WYSDOM
AWS HOSTING AND SERVICES
VIRTUAL ASSISTANT TECH STACK
AI OPERATIONAL TOOLS
AI TRAINING TEAM
AI ASSETS

12. Wysdom studio
MINER JOURNEY
MANAGER
NLU
ADMIN
GAP
MANAGER
INSIGHTS
Classify historical
unmanaged
conversation history
to determine key
intents
Quickly design, deploy,
and enhance customer
journeys using this
advanced graphical
editor
Explainable AI for
linguistic analysis of
Wysdom’s NLU
Machine learning-
based gap manager
toolset to pinpoint
gaps and aid training
process
Suite of anomaly
detectors, reports, and
dashboards for alerts,
anomalies/trends,
monitoring and report

13. Journey manager

14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
✓ Amazon Lex
✓ Amazon Polly
✓ Amazon
Comprehend
✓ Amazon EC2
✓ Amazon ELB
✓ Amazon Connect
✓ Alexa
✓ AWS Lambda
AWS services in action

15. Demo
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Alexa enabled
device
Echo
Alexa
voice
service
Amazon
Lex
Amazon
Polly
Lambda
function
Q A
Cleansing NE Tagger Synonymizer
Sentence
Detector
POS Tagger Lemmatizer
Wysdom NLP
Context
Intents
Semantic Vector
Amazon
Comprehend Amazon EC2
Big Data
CRM | ESB
Microservices
Wysdom Webhook
Journey LookupActions
IVR (i.e. Connect)
SSMLQuestion
Text Amazon
Lex
Amazon
S3 DynamoDB
Wysdom architecture

17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Questions?

18. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.