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© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Phillip Zammit
Head of Sales Amazon Connect - APAC
Innovating the Customer
Experience with Cloud and AI
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Your Speakers Today
David Crisp
Solutions Architecture
Adam Novak
Head of Group Customer
Experience and
Operational Excellence
Rachel Moore
Rachel Moore – Head of
Product Development
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Over 70,000 Customer Service Associates support
Amazon customers around the world.
Millions Of Customers
Dozens Of Languages
32 Countries
121 physical locations
15,000 at home agents
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Solutions in the marketplace didn’t meet expectations
Heavy
Professional
Services
Hardware,
Telephony
Integration,
Space
Complex
Pricing
Security,
Scalability,
Reliability
Difficult
Integrations
Cumbersome
Tools
We needed the right technology to deliver
our customer promise
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
The Power of AWS – Not Just Amazon Connect
Messaging
Developer
Tools
Machine
Learning & AI
Storage
Security
Database
Analytics
Management
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
The Power of AWS – Not Just Amazon Connect
Machine
Learning & AI Analytics
Athena Kinesis Glue QuickSight
Lex Polly ComprehendTranscribe
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
…is for a data-driven, programmatic AI-enabled
CX platform where customer service is predictive,
and machine learning underpins the delivery of
improved outcomes for customers
Our Vision
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
• Track conversations in real-time
• Predict behavior through machine learning
• Experiment and ‘learn-fast’
Imagine if you could…
David Crisp
Solution Architecture
Australian Bureau of Statistics
Australian
Marriage Law
Postal Survey
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
Trust in government and politicians are
now at their lowest levels since 1993.
- Professor Mark Evans
How Australians Imagine Their Democracy: The Power Of Us
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
Amazon
CloudFront
Amazon
API Gateway
AWS
Lambda
Amazon S3
Amazon
Dynamo DB
User
Browser
Amazon Polly + Connect
Online Form
IVR
Day 8
First Contact
with AWS
Day 14
Work
Commenced
Day 20
First Cut AWS
Service
Delivered
Day 50
Solution Live!
Day 1
ABS notified by
Federal
Government
… the Bureau has set itself apart as a
leader in implementing accessible
alternatives on a national scale.
- Alastair McEwin
Australian Disability Discrimination Commissioner
Views on Postal
Survey
(% Strongly Agree/Agree)
94%The ABS is making it easy for
the public to participate in the
Postal Survey
90%The ABS can be trusted to
manage the Postal survey
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
Lessons
Cloud is the only solution
for Australia-wide IT events
AWS as a trusted provider
Adam Novak
Head of Group Customer Experience and Operational Excellence
 Over 5,000 live chats p.a. initiated by
international customers to consultants who
cannot help them
 22% of live chats p.a. are initiated by customers
with a sales/quote enquiry
 35% of live chats p.a. were initiated by
customers with hospital or claims enquiry
 6% of live chats p.a. related to self-service
transactions
Start with the voice
of customer
 Route to correct queue to eliminate hours of
poor customer and employee experiences
 Direct sales leads to sales agents to increase
conversion
 Improve experiences in key moments of truth
by routing to hospital accredited consultants
 Directing customers to online services and
deflecting the query from the contact centre
Role of a stealth agent
Don’t over process
Keep things simple and lean
Be brave, get started
Hi I’m nibby, your
virtual assistant. So I
can help today, could I
please start with your
name
Can you pls send me my
tax statement
Hi can you pls send me
a tax statement, so I
can help direct you to
the right place, please
type words like
“quote”, “claim”,
“payment”
 Experimentation focussed and
agile environment
 Things we got wrong e.g. name
calling, no manners, avatar
 Up to 12 deployments a day
Fail fast and iterate
Human behaviour and digital
assistants
New processes and unforeseen
benefits e.g. cancellation requests
to specialised consultants
Be prepared for the
unexpected and adapt
Treat your digital assistant
as an actual employee
 Monitor and feed continuously with training data
16,000 interactions since Oct-17
72%
success rate
23%
call deflection rate
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00
nibby Monthly Performance
Series2 Series1
Ongoing Experimentation
and Learning
 Continuous improvement and training
through missed utterances
 Customer feedback and self learning loop
 Enhanced performance reporting and visual
management
 Voice of Customer analysis to identify
opportunities per business segment
 Personality and conversational flow by use
case and business segment
Rachel Moore
Head of Product Development
Australia’s 1st carsharing service
Started in Newtown in 2003
Started with 3 (well used) cars and
12 members
Now at over 100,000 members and 2800+
cars. More than 5 million journeys.
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
How to Carshare
Must be a member of the service
Unique swipe card for each user
(tracking and responsibility)
Bookings for an hour or more via web,
mobile (app) or phone
Cleaning, petrol, maintenance, parking
and insurance included
Monthly invoice with ‘trip comments’
Dedicated parking bays
Who Carshares?
81%
72%
81%
Carshare for ‘all’
Equipped with baby seats 2011
Launched student plan 2013
Launched learner driver program 2014
Launched senior driver plan 2015
Launched wheelchair accessible 2016
Launched Alexa Skill 2018
What customer challenge was GoGet trying to solve?
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
What is GoGet’s Alexa Skill?
Why focus on existing members?
What have we learned?
What would we have done differently?
AWS Webinar Series - Innovating the Customer Experience with Cloud and AI
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Phillip Zammit
Head of Sales Amazon Connect - APAC
Innovating the Customer
Experience with Cloud and AI
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
How to continue the conversation
Option 1: AWS CX Working Backwards Workshop to define
your Customer Experience Experiment - 5 City
Roadshow across ANZ
Option 2: Deep Dive 1:1 session with the AWS CX team to
scope Proof of Concept
Vote now!
© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
Thank-you 

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AWS Webinar Series - Innovating the Customer Experience with Cloud and AI

  • 1. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Phillip Zammit Head of Sales Amazon Connect - APAC Innovating the Customer Experience with Cloud and AI
  • 2. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Your Speakers Today David Crisp Solutions Architecture Adam Novak Head of Group Customer Experience and Operational Excellence Rachel Moore Rachel Moore – Head of Product Development
  • 3. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark
  • 4. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Over 70,000 Customer Service Associates support Amazon customers around the world. Millions Of Customers Dozens Of Languages 32 Countries 121 physical locations 15,000 at home agents
  • 5. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Solutions in the marketplace didn’t meet expectations Heavy Professional Services Hardware, Telephony Integration, Space Complex Pricing Security, Scalability, Reliability Difficult Integrations Cumbersome Tools We needed the right technology to deliver our customer promise
  • 6. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark The Power of AWS – Not Just Amazon Connect Messaging Developer Tools Machine Learning & AI Storage Security Database Analytics Management
  • 7. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark The Power of AWS – Not Just Amazon Connect Machine Learning & AI Analytics Athena Kinesis Glue QuickSight Lex Polly ComprehendTranscribe
  • 8. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark …is for a data-driven, programmatic AI-enabled CX platform where customer service is predictive, and machine learning underpins the delivery of improved outcomes for customers Our Vision
  • 9. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark • Track conversations in real-time • Predict behavior through machine learning • Experiment and ‘learn-fast’ Imagine if you could…
  • 13. Trust in government and politicians are now at their lowest levels since 1993. - Professor Mark Evans How Australians Imagine Their Democracy: The Power Of Us
  • 17. Amazon CloudFront Amazon API Gateway AWS Lambda Amazon S3 Amazon Dynamo DB User Browser Amazon Polly + Connect Online Form IVR Day 8 First Contact with AWS Day 14 Work Commenced Day 20 First Cut AWS Service Delivered Day 50 Solution Live! Day 1 ABS notified by Federal Government
  • 18. … the Bureau has set itself apart as a leader in implementing accessible alternatives on a national scale. - Alastair McEwin Australian Disability Discrimination Commissioner
  • 19. Views on Postal Survey (% Strongly Agree/Agree) 94%The ABS is making it easy for the public to participate in the Postal Survey 90%The ABS can be trusted to manage the Postal survey
  • 22. Lessons Cloud is the only solution for Australia-wide IT events AWS as a trusted provider
  • 23. Adam Novak Head of Group Customer Experience and Operational Excellence
  • 24.  Over 5,000 live chats p.a. initiated by international customers to consultants who cannot help them  22% of live chats p.a. are initiated by customers with a sales/quote enquiry  35% of live chats p.a. were initiated by customers with hospital or claims enquiry  6% of live chats p.a. related to self-service transactions Start with the voice of customer  Route to correct queue to eliminate hours of poor customer and employee experiences  Direct sales leads to sales agents to increase conversion  Improve experiences in key moments of truth by routing to hospital accredited consultants  Directing customers to online services and deflecting the query from the contact centre
  • 25. Role of a stealth agent Don’t over process Keep things simple and lean Be brave, get started
  • 26. Hi I’m nibby, your virtual assistant. So I can help today, could I please start with your name Can you pls send me my tax statement Hi can you pls send me a tax statement, so I can help direct you to the right place, please type words like “quote”, “claim”, “payment”  Experimentation focussed and agile environment  Things we got wrong e.g. name calling, no manners, avatar  Up to 12 deployments a day Fail fast and iterate
  • 27. Human behaviour and digital assistants New processes and unforeseen benefits e.g. cancellation requests to specialised consultants Be prepared for the unexpected and adapt
  • 28. Treat your digital assistant as an actual employee  Monitor and feed continuously with training data
  • 29. 16,000 interactions since Oct-17 72% success rate 23% call deflection rate 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 Jan-00 nibby Monthly Performance Series2 Series1
  • 30. Ongoing Experimentation and Learning  Continuous improvement and training through missed utterances  Customer feedback and self learning loop  Enhanced performance reporting and visual management  Voice of Customer analysis to identify opportunities per business segment  Personality and conversational flow by use case and business segment
  • 31. Rachel Moore Head of Product Development
  • 32. Australia’s 1st carsharing service Started in Newtown in 2003 Started with 3 (well used) cars and 12 members Now at over 100,000 members and 2800+ cars. More than 5 million journeys.
  • 34. How to Carshare Must be a member of the service Unique swipe card for each user (tracking and responsibility) Bookings for an hour or more via web, mobile (app) or phone Cleaning, petrol, maintenance, parking and insurance included Monthly invoice with ‘trip comments’ Dedicated parking bays
  • 36. Carshare for ‘all’ Equipped with baby seats 2011 Launched student plan 2013 Launched learner driver program 2014 Launched senior driver plan 2015 Launched wheelchair accessible 2016 Launched Alexa Skill 2018
  • 37. What customer challenge was GoGet trying to solve?
  • 39. What is GoGet’s Alexa Skill?
  • 40. Why focus on existing members?
  • 41. What have we learned?
  • 42. What would we have done differently?
  • 44. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark© 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Phillip Zammit Head of Sales Amazon Connect - APAC Innovating the Customer Experience with Cloud and AI
  • 45. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark How to continue the conversation Option 1: AWS CX Working Backwards Workshop to define your Customer Experience Experiment - 5 City Roadshow across ANZ Option 2: Deep Dive 1:1 session with the AWS CX team to scope Proof of Concept Vote now!
  • 46. © 2018, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Amazon Confidential and Trademark Thank-you 