mazon Connect is a cloud-based contact center service that allows you to create dynamic contact flows and personalized caller experiences by using their history and responses to anticipate their needs. Learn how with Amazon Lex, an AI service that allows you to create intelligent conversational “chatbots,” turning your contact flows into natural conversations using the same technology behind Amazon Alexa. Routine tasks such as password resets, order status, and balance inquiries can be automated without an agent. In this session, you will hear from Asurion about their Amazon Connect contact center environment and how they enhanced the customer and agent experience with Amazon Lex.

1. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
AWS re:INVENT
Tony Lama
B u s i n e s s D e v e l o p m e n t M a n a g e r
A m a z o n C o n n e c t
Bring the Power of AI to Contact Centers
Yasser El-Haggan
S r . S o l u t i o n s A r c h i t e c t , C S M
A m a z o n C o n n e c t
B A P 3 0 1
N o v e m b e r 2 9 , 2 0 1 7

2. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Agenda
• T o d a y ’ s e x p e r i e n c e c h a l l e n g e s
• R e i m a g i n i n g t h o s e e x p e r i e n c e s
• B r i n g i n g t h e p o w e r o f A I t o t h e c o n t a c t c e n t e r w i t h A m a z o n
W e b S e r v i c e s ( A W S )
• A I d r i v e n c u s t o m e r u s e c a s e s a n d d e m o s
• Q & A

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Today’s experience challenges
The customer experience:
• Static and unintuitive
• Not personalized
• No context
• Information repeated
The agent experience:
• Frustrated customer
• No context
• Leading to high attrition rates

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Imagine if you could…
Create personalized, consistent
experiences
Anticipate customer needs
Optimize agent utilization
Change the role of the agent
Increase contact center capacity by five
times

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Simple
Delivering experiences that are…
Intuitive
Frictionless

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Kevin Barnett
Sr. Director—Contact Center
Technology Solutions
A s u r i o n

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Who is Asurion?
Together we offer best in class:
Device
Protection
Coverage for loss,
theft, damage,
and out of
warranty
malfunction, for
single or multiple
devices
Premier Tech
Help
Soluto offers 100%
access to a tech
expert, to solve any
technology issue
across OS systems
and platforms
Electronics
Protection
Coverage for
computers, laptops,
tablets, gaming
consoles,
entertainment
systems, televisions,
and home phones of
any age, brand, or size
We are the trusted partner to some of the biggest retailers,
manufacturers, and service providers in the world
© 2017 Asurion, LLC. All rights reserved.

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The Asurion contact center strategic drivers
Simplify the environment Modernize the environment
Enable innovation
Support a distributed
staffing approach
Amazon Connect allows us to achieve these objectives to drive
our contact center strategy
© 2017 Asurion, LLC. All rights reserved.

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Transformational shift
Appliance
Enterprise
Applications
Code Configuration
Centralized Distributed
© 2017 Asurion, LLC. All rights reserved.

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• Empowered teams
• Amazon Lex
 Simplify
 Intuitive
 Frictionless
For customers, agents, and developers
What’s Next

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AWS AI contact center experiences

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Self-service
configuration
Dynamic, personal,
and natural contact flows
100%
cloud-based
100%
cloud-based
Amazon Connect
Open Platform
The AWS
ecosystem

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Text and speech language understanding: Powered by the same technology
as Alexa
Enterprise ready: Scalable, versioning and alias support
Build once and integrate with multiple platforms
Designed for builders: Efficient and intuitive tools to build
conversations, scales automatically
Amazon Lex
Continuous learning: Monitor and improve your bot

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AI-driven dynamic experiences
C u s t o m e r f o c u s e d

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• 400-seat contact center
• Regional utility services (business/residential)
• Storm interrupts service to subset of customers
• Customers want to report outage
• Need for customer feedback on impact
• Subset of agents impacted by a storm
• Operating with 2/3 of agents
• Spike in call volume/reduced staff
• Long hold times and poor customer satisfaction
Business challenge:
Service interruption:
Business scenario:

16. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Demo
Service interruption:

17. “Report a power outage”
I’d to a
“I’d like to report a
power outage at
my house”
Automatic Speech
Recognition
Report Outage
Home Location
Natural Language
Understanding
Intent/Slot
Model
Utterances
Utility Company Chatbot
Intent Report Outage
Location Slot House
“You are the x caller to report an outage in this
location, the estimated time to resolution is yyy”
Amazon
Polly
“You would like to report a
Power outage at your
Home location?”
like report
power outage at my house

18. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
• 1,300-seat contact center
• Nationwide appointment and ride scheduling for patients in need of
transportation
• Service offered to seniors, dialysis patients, and individuals with
mobility challenges
• 40% inbound callers to check status of appointments and schedule new
rides
• Touch-tone options are cumbersome for users
• Customer satisfaction score is down
• Contextual feedback to agent if call is transferred
Business challenge:
Ride-scheduling service:
Business scenario:

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Demo
Ride-scheduling service:

20. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Thank you!
J o i n u s a t o u r w o r k s h o p …
B r i n g t h e P o w e r o f A I t o C o n t a c t C e n t e r s

21. Related Sessions
BAP202 Amazon Connect Delivers Personalized Customer Experiences for Your Cloud-
Based Contact Center
Monday
BAP305 How to Integrate Salesforce with Your Amazon Connect Cloud-Based Contact
Center
Monday
GPSBUS205 GPS: Amazon Connect: Powerful, Proven Cloud Contact Center Solution for Your
Enterprise
Monday
GPSCT201 GPS: Deep Dive on Amazon Lex, AWS Lambda, and IVR Monday
GPSCT306 GPS: Automate Contact Centers with Amazon Connect Tuesday
MCL302 Maximizing the Customer Experience with AI on AWS Tuesday
MCL332 Using Amazon Lex to Build a Customer Service Chatbot Tuesday
BAP313 How to Use AWS IoT with Your Amazon Connect Cloud Contact Center to
Anticipate Customer Needs
Wednesday
BAP301 Bring the Power of AI to Contact Centers Wednesday
BAP304 How to Use AWS IoT and Amazon Connect to Drive Proactive Customer Service Thursday
BAP307 Use Amazon Lex to Build a Customer Service Chatbot in Your Amazon Connect
Contact Center
Thursday

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