customer service that delights users
TRANSCRIPT
PowerPoint PresentationBinu Pazhoor, Solutions Architect
Reagan Rosario, Solutions Architect
Delights Users Introduction to Amazon Connect for EdTech
© 2021, Amazon Web Services, Inc. or its Affiliates. © 2021, Amazon Web Services, Inc. or its Affiliates.
Over 70,000 customer service associates
Amazon strives to be earth’s most customer centric company
Millions of customers
Dozens of languages
But products in the marketplace couldn’t meet our expectations
© 2021, Amazon Web Services, Inc. or its Affiliates.
So we built it
Our customers faced challenges with prior solutions
Legacy solutions were too expensive and had complex pricing models
Painful, frequent outages causing lapses in service, lost revenue, wasted agent labor and excess troubleshooting
Poor vendor relationships Lack of trust, misleading fees, etc.
Unable to access strong AI technologies Too immature or too expensive
Inability/difficulty to scale up or down
Difficult, complex, bespoke, and expensive integration capabilities or none at all
$
© 2021, Amazon Web Services, Inc. or its Affiliates.
Easy to use, omnichannel cloud-based contact center service that scales to support businesses of any size
The fastest path to customer service innovation
Skills-based contact routing
Voice and chat
Amazon Connect has been innovating quickly
Automatic agent status
Whisper flows
Interactive chat messages
Dynamic range compression
147+ major feature launches in three years
© 2021, Amazon Web Services, Inc. or its Affiliates.
© 2021, Amazon Web Services, Inc. or its Affiliates.
AWS helped 700,000 students transition to remote learning by
helping LAUSD launch five contact centers to serve as resources
for families.
"Amazon is helping us get things done. The mental health and
family hotlines were up and running within just a few days.
The same quick response is being used to strengthen
Schoology—the knowledge sharing platform our educators use
to provide lessons to students. Amazon is providing brainpower
and a can-do approach to help us provide learning to students
and support students and families in need.“
Austin Beutner, Superintendent
© 2021, Amazon Web Services, Inc. or its Affiliates.
Customer insights
Intelligent automation
Company number
Standard self-service automation
Contact flow engine: Customer experience example
No, I’d rather rebook for the same time tomorrow, is that possible?
Yes, thank you!
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10:00 PM, would you like to book that now?
NATURAL Amazon Lex chatbots
DYNAMIC Answer customer questions
PERSONAL Contact flows adapt on a
per customer basis
Incoming customer call
© 2021, Amazon Web Services, Inc. or its Affiliates.
Contact flow engine: Customer experience example
No, I’d rather rebook for the same time tomorrow, is that possible?
Yes, thank you!
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10:00 PM, would you like to book that now?
AMAZON POLLY Turn text into lifelike speech using deep learning in 29 languages and
61 voices
applications powered by the same deep learning technologies as Alexa
LAMBDA Connect with virtually any back-end system
Incoming customer call
Flight booking system
Can I get a first class
upgrade for my
Hi Nikki, my name is
Allen. I’m sorry for
your inconvenience.
make your flight to
Seattle tomorrow
more comfortable.
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
One moment while I connect you with a customer service associate
Nikki Wolf
Chat Bot
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
…
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
…
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Nikki
Allen
Hi Nikki, my name is Allen, I’m sorry for your inconvenience. I’m checking to see what we can do to make your flight to Seattle, tomorrow, more comfortable.
Allen Smith has joined the conversation
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Type your message here
Bringing the same intelligent automation to chat
No, I’d rather rebook for the same time tomorrow, is that possible?Can I get a first class upgrade for my inconvenience?
Amazon Connect chat
The same contact flows
The same queues
The same dashboards
The same APIs
experience for the customer
Visit the hub for more information. Contact your sales
team for a demo and deeper discussion of your needs.
Thank you!
Innovation session:
Engagement for EdTech Users
Reagan Rosario, Solutions Architect
Delights Users Introduction to Amazon Connect for EdTech
© 2021, Amazon Web Services, Inc. or its Affiliates. © 2021, Amazon Web Services, Inc. or its Affiliates.
Over 70,000 customer service associates
Amazon strives to be earth’s most customer centric company
Millions of customers
Dozens of languages
But products in the marketplace couldn’t meet our expectations
© 2021, Amazon Web Services, Inc. or its Affiliates.
So we built it
Our customers faced challenges with prior solutions
Legacy solutions were too expensive and had complex pricing models
Painful, frequent outages causing lapses in service, lost revenue, wasted agent labor and excess troubleshooting
Poor vendor relationships Lack of trust, misleading fees, etc.
Unable to access strong AI technologies Too immature or too expensive
Inability/difficulty to scale up or down
Difficult, complex, bespoke, and expensive integration capabilities or none at all
$
© 2021, Amazon Web Services, Inc. or its Affiliates.
Easy to use, omnichannel cloud-based contact center service that scales to support businesses of any size
The fastest path to customer service innovation
Skills-based contact routing
Voice and chat
Amazon Connect has been innovating quickly
Automatic agent status
Whisper flows
Interactive chat messages
Dynamic range compression
147+ major feature launches in three years
© 2021, Amazon Web Services, Inc. or its Affiliates.
© 2021, Amazon Web Services, Inc. or its Affiliates.
AWS helped 700,000 students transition to remote learning by
helping LAUSD launch five contact centers to serve as resources
for families.
"Amazon is helping us get things done. The mental health and
family hotlines were up and running within just a few days.
The same quick response is being used to strengthen
Schoology—the knowledge sharing platform our educators use
to provide lessons to students. Amazon is providing brainpower
and a can-do approach to help us provide learning to students
and support students and families in need.“
Austin Beutner, Superintendent
© 2021, Amazon Web Services, Inc. or its Affiliates.
Customer insights
Intelligent automation
Company number
Standard self-service automation
Contact flow engine: Customer experience example
No, I’d rather rebook for the same time tomorrow, is that possible?
Yes, thank you!
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10:00 PM, would you like to book that now?
NATURAL Amazon Lex chatbots
DYNAMIC Answer customer questions
PERSONAL Contact flows adapt on a
per customer basis
Incoming customer call
© 2021, Amazon Web Services, Inc. or its Affiliates.
Contact flow engine: Customer experience example
No, I’d rather rebook for the same time tomorrow, is that possible?
Yes, thank you!
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10:00 PM, would you like to book that now?
AMAZON POLLY Turn text into lifelike speech using deep learning in 29 languages and
61 voices
applications powered by the same deep learning technologies as Alexa
LAMBDA Connect with virtually any back-end system
Incoming customer call
Flight booking system
Can I get a first class
upgrade for my
Hi Nikki, my name is
Allen. I’m sorry for
your inconvenience.
make your flight to
Seattle tomorrow
more comfortable.
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
One moment while I connect you with a customer service associate
Nikki Wolf
Chat Bot
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
…
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
I can rebook you for the next available flight, departing at 10pm, would you like to book that now?
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Hi Nikki Wolf, I apologize that your flight was cancelled.
…
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
No, I’d rather rebook for the same time tomorrow, is that possible?
Nikki
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Chat Bot
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Nikki
Allen
Hi Nikki, my name is Allen, I’m sorry for your inconvenience. I’m checking to see what we can do to make your flight to Seattle, tomorrow, more comfortable.
Allen Smith has joined the conversation
Chat Bot
One moment while I connect you with a customer service associate
Can I get a first class upgrade for my inconvenience?
Nikki
Yes, that flight is available departing at 9:00 AM out of San Francisco, arriving in Seattle at 11:45 AM.
I can book you in seat 12C, it’s an aisle. Would you like me to do that?
Type your message here
Bringing the same intelligent automation to chat
No, I’d rather rebook for the same time tomorrow, is that possible?Can I get a first class upgrade for my inconvenience?
Amazon Connect chat
The same contact flows
The same queues
The same dashboards
The same APIs
experience for the customer
Visit the hub for more information. Contact your sales
team for a demo and deeper discussion of your needs.
Thank you!
Innovation session:
Engagement for EdTech Users