AWS re:Invent 2020: Solve customer issues quickly with Amazon Connect Wisdom
AWS re:Invent 2020: Solve customer issues quickly with Amazon Connect Wisdom
New agent-assist capabilities from Amazon Connect Wisdom make it easier and faster for agents to find the information they need to solve customer issues in real time. In this session, see how agents can use simple ML-powered search to find information stored across knowledge bases, wikis, and FAQs, like Salesforce and ServiceNow. Join the session to hear Traeger Pellet Grills discuss how it’s using these new features, along with Contact Lens for Amazon Connect, to deliver real-time recommendations to agents based on issues automatically detected during calls.
Learn more about re:Invent 2020 at http://bit.ly/3c4NSdY
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Content
1.04 -> hi my name is guru raj and i'm looking
2.879 -> forward to introducing you to amazon
4.319 -> connect wisdom
5.2 -> a new set of capabilities that makes it
6.799 -> easier and faster for agents to find the
8.559 -> information they need
9.679 -> to address customer issues during calls
11.679 -> or chats i'm excited to have lizzie
13.679 -> mitchell joining me today to discuss how
15.519 -> trigger grills is using these new
16.88 -> features
17.44 -> to assist its agents we'll begin with a
20.64 -> brief introduction to amazon connect
22.4 -> then we'll discuss common challenges
24.16 -> confronting agents particularly those
25.68 -> that are new to the contact center
27.279 -> and trying to find the information they
28.56 -> need to solve customer problems
30.56 -> we'll see how amazon connect wisdom cuts
32.399 -> through these challenges using machine
33.84 -> learning powered search
35.28 -> and how it improves productivity by
37.44 -> providing agents automatic real-time
39.36 -> recommendations
40.64 -> then i'll turn it over to lizzy to
41.92 -> describe how these features are
43.12 -> benefiting triggers agents
45.68 -> for those who are less familiar we
47.12 -> launched amazon connect the easy to use
49.12 -> omni channel cloud contact center in
50.96 -> 2017
52.399 -> amazon connect is 100 cloud-based and
54.559 -> can be set up in minutes
55.84 -> without the need to write any code
58 -> amazon connect has the flexibility to
59.68 -> scale up or down in a moment's notice
62 -> depending on the volume of contacts from
63.6 -> your customers contact flows allow you
65.84 -> to create experiences personalized to
67.68 -> your customers needs
69.28 -> amazon connect seamlessly integrates
71.36 -> with other enterprise applications to
73.04 -> address use cases specific to your
74.64 -> organization
76 -> aws partners already support over 185
79.119 -> different powerful and simple
81.2 -> integrations with amazon connect and
83.04 -> that number continues to grow
85.04 -> finally with amazon connect you only pay
87.36 -> for what you use which allows you to
88.96 -> focus on inventing and innovating new
90.64 -> experiences for your customers
92.079 -> without having to navigate confusing or
94.4 -> costly licensing models
96.4 -> we've been hard at work over the last
97.92 -> three and a half years and we're not
99.439 -> slowing down
100.079 -> anytime soon when it comes to new
101.439 -> features recent launches include spanish
104 -> language support for
105.119 -> amazon lex ai chat bots
108.159 -> along with new lifelike voices supported
110.079 -> by amazon poly which uses machine
112 -> learning to turn text into speech
114.32 -> connect is available in seven regions
116.079 -> around the world including u.s east u.s
118 -> west
118.479 -> london frankfurt tokyo sydney and
120.24 -> singapore in addition to new regions and
122.399 -> features we're proud of lowering prices
124.079 -> for our customers
124.88 -> five times since 2017. during re invent
128 -> this year we're excited to announce
129.44 -> several new features that make it easier
131.039 -> to integrate connect into your
132.56 -> contact center amazon connect customer
135.04 -> profiles for example
136.56 -> scans and matches customer records
138.56 -> across multiple applications for
140.4 -> unique identifiers like phone numbers or
142.239 -> account ids
143.44 -> customer profiles then combines contact
145.599 -> history information from amazon connect
148.16 -> with customer information stored in crm
150.08 -> systems ecommerce platforms order
152.08 -> management systems
153.36 -> in order to build a unified customer
155.44 -> profile that's displayed to agents
158.16 -> in the amazon connect user interface
160.239 -> right alongside any other information
161.84 -> they require
162.879 -> and this brings us to amazon connect
164.319 -> wisdom we built this feature in response
166.64 -> to common requests from our customers
168.48 -> specifically how can our customers
170.48 -> empower their agents
171.68 -> in real time with the specific
173.36 -> information they need
174.879 -> during calls or chats
177.92 -> this has never been particularly easy
179.84 -> and it's never been more important than
181.2 -> it is right now
182.56 -> when customers contact an organization
184.48 -> they have every expectation that their
186.159 -> problems are resolved quickly
187.84 -> they expect that an agent has all the
189.44 -> relevant knowledge needed to solve their
191.28 -> particular issue
192.72 -> unfortunately that's not always the case
194.64 -> when an agent doesn't have what they
196.08 -> need they scramble
197.519 -> they search through manuals and help
199.2 -> sites and wikis
200.8 -> one agent i talked to even referenced
202.959 -> keeping sticky notes on the bottom of
204.4 -> their monitor detailing instructions for
206.239 -> how to address
207.04 -> complicated topics that came up all too
208.959 -> frequently
210.48 -> confused agents ping other agents or
212.319 -> they escalate to managers
214 -> all the while customers sit in silence
216.48 -> waiting while their frustration builds
219.04 -> when pulled by pwc 46 of customers
221.76 -> indicated that stop doing business with
223.44 -> a company
224.159 -> if its employees lack the knowledge
225.92 -> needed to address their concerns
227.68 -> and alarmingly one in three said that
229.68 -> they'd walk away from a brand they love
231.28 -> after a single bad experience
234.879 -> let's walk through an example that i'd
236.239 -> bet many of us have encountered
238.159 -> a customer calls into a contact center
239.92 -> to get help with the washing machine
241.519 -> and reports that it's making a loud
243.04 -> rattling noise
244.56 -> an agent answering the call begins with
246.48 -> qualifying questions
247.92 -> do you have a model number if not can
250.319 -> you let me know
251.28 -> whether your washing machine is a front
252.799 -> load or a top load
254.48 -> can you describe the sound in more
255.92 -> detail does it make the same noise
257.759 -> on all load sizes these questions help
260.479 -> the agent narrow down the problem and
262 -> begin searching for a potential solution
264.56 -> often this means looking for information
266.56 -> across multiple different sources
268.479 -> a public website contains pdfs of
270.639 -> product manuals
271.68 -> an internal file share houses a list of
273.84 -> recommended troubleshooting tips
275.6 -> warranty information lives in a partner
277.28 -> company's database and the quality of
279.36 -> search within
280.56 -> all of these systems varies wildly
283.68 -> new agents can struggle the most in this
286.08 -> case after keeping a customer waiting
288.16 -> the agent has to escalate to a manager
290.32 -> to approve a dispatch for a technician
292.8 -> for a diagnostic call given that the
294.96 -> agent wasn't able to help the customer
296.479 -> resolve the issue in real time
298 -> and this is increasing this this
299.919 -> company's businesses cost to serve
303.919 -> to help agents avoid these common
305.52 -> pitfalls we're introducing amazon
307.36 -> connect wisdom
308.8 -> amazon connect wisdom includes machine
310.639 -> learning powered search that finds the
312.32 -> information that agents need from across
314.16 -> knowledge repositories
315.759 -> it includes real-time recommendations
317.52 -> that leverages speech analytics to
319.12 -> identify customer issues
320.4 -> then automatically suggest relevant
322.08 -> content without an agent needing to
323.68 -> execute a search
324.88 -> and finally it includes continuous
326.639 -> improvement mechanisms
327.919 -> to improve the relevance of search
329.44 -> results and recommendations based on
331.199 -> agent behavior and feedback
333.36 -> now let's walk through how amazon
334.96 -> connect wisdom would have helped our
336.4 -> agent in addressing the customer's
337.919 -> concerns about their washing machine
340.96 -> first with amazon connect wisdom machine
343.44 -> learning powered search
345.039 -> agents can easily find content using
347.199 -> natural language queries
348.479 -> in this case the agent could simply type
350.32 -> in what's the warranty period for a
352 -> front load washing machine
353.52 -> and they'd receive specific answers in
355.039 -> this case two years
356.639 -> with amazon connect wisdom you can
358.319 -> access existing content using pre-built
360.4 -> connectors
361.12 -> that integrate knowledge content from
362.8 -> popular applications including
364.4 -> salesforce and servicenow with support
366.4 -> for additional connectors on the way
368.4 -> no costly time-intensive migrations of
371.12 -> this knowledge content is needed
374.24 -> further amazon connect wisdom leverages
376.479 -> real-time speech analytics to
377.759 -> automatically detect customer issues
379.36 -> during calls
380.24 -> and then recommend information to help
381.759 -> them resolve the issue
383.52 -> without the agent needing to lift a
385.12 -> finger this makes it even easier for
387.12 -> agents of any tenure to meet customer
388.96 -> needs
389.919 -> in this case our agent automatically is
391.84 -> presented with specific passage in a
393.759 -> troubleshooting guide
394.8 -> in response to the customer's
396.08 -> description of the rattling noises they
397.68 -> hear from their washing machine
400.72 -> finally agents are able to rate the
402.639 -> relevance and effectiveness of content
404.56 -> and answering customer questions
406.4 -> thumbs up or thumbs down feedback
408 -> improves both search results and
409.68 -> real-time recommendations provided by
411.28 -> amazon connect wisdom
413.12 -> when appropriate agents can provide
414.72 -> feedback specific
416.4 -> with details including why content
418.16 -> didn't meet their needs
419.44 -> allowing supervisors and managers
421.44 -> insights when they're going to
423.12 -> update that content and improve its
424.639 -> quality amazon connect wisdom is now
427.52 -> available in preview for customers who
429.12 -> are interested in evaluating its
430.319 -> capabilities
431.759 -> joining me now is one such customer
433.44 -> lizzie mitchell who serves as the head
435.039 -> of customer experience analytics at
436.4 -> traeger grills
437.759 -> thanks for sharing your perspective with
439.039 -> us lizzy
440.96 -> traeger invented the original wood-fired
443.12 -> girl in 1985 in mount
444.88 -> angel oregon for generations it's been a
447.44 -> brand with a loyal fan base and a cult
449.52 -> following
450.479 -> less than a decade ago under new
452 -> management we relocated and revitalized
454.4 -> today we're based in salt lake city utah
456.639 -> where we lead the industry as the
458.16 -> world's number one selling wood-fired
460.08 -> grill
461.039 -> traeger has all the advantages of an
462.96 -> established brand but were not stuck in
464.72 -> the past
465.599 -> we combined the tried and true method of
467.599 -> hardwood pellet smoking
469.12 -> with exciting innovations such as wi-fi
471.36 -> connected grills
472.56 -> to accomplish our mission of bringing
474.4 -> people together to create a more
476.16 -> flavorful world i've been at traeger
478.8 -> since this past june
480.16 -> while my official role as a data analyst
482.319 -> on our tight-knit team i have the
484 -> opportunity to work on a variety of
485.919 -> projects
487.28 -> in addition to surfacing statistical
489.28 -> insights to our team and partners i work
491.199 -> closely with our head of cx operations
493.44 -> on all technical aspects of optimizing
495.599 -> our contact center
497.52 -> i was lucky to join at a transformative
499.52 -> time for the cx team here at traeger
501.599 -> based on growth we have quadrupled cx
504.08 -> staffing this year
505.52 -> in march we transitioned our contact
507.199 -> center to amazon connect
508.639 -> and since then have optimized our
510.16 -> contact channels to eliminate email
512.479 -> while incorporating chat and social
514.159 -> media support
515.519 -> we have also simplified the agent
517.12 -> experience to automate contact reason
519.2 -> detection eliminating the need for
521.039 -> manual dispositions
522.719 -> as a result we've seen a 30 percent
524.64 -> increase in csat and a 70 percent
526.8 -> increase in first contact resolution
529.6 -> we have customers reach out to us for a
531.36 -> wide variety of reasons for everything
533.2 -> from setting up the wi-fi connection
534.8 -> between grille and app
536.16 -> to asking questions about performance
537.92 -> and maintenance of grill parts
539.68 -> we even have customers call asking for
541.519 -> recipe suggestions
543.6 -> the biggest pain point for our agents
545.36 -> today is finding solutions to customer
547.44 -> issues quickly
548.64 -> since many of our customers call with
550.24 -> technically complex questions
552.08 -> our agents are required to review
553.68 -> specific knowledge content
555.68 -> agents often search an exact phrase over
558 -> and over again
559.04 -> based on tribal knowledge of what
560.8 -> precise search will yield the desired
562.56 -> results
563.68 -> an easily accessible search history is
565.76 -> incredibly helpful as it allows them to
567.68 -> more rapidly find the articles they
569.36 -> reference the most
571.2 -> also removing the reliance on known
573.279 -> search terms allows agents to search
575.12 -> simply using a
576 -> question like how to set up wi-fi on an
578.32 -> android phone
579.68 -> another common challenge we face is
581.2 -> preparing new agents for all
582.48 -> circumstances
583.92 -> it takes new agents time to become
585.519 -> proficient in discovering relevant
587.12 -> content and our former search tool
588.72 -> wasn't intuitive
590.24 -> when our agents are automatically
591.76 -> provided the information that's directly
593.519 -> relevant to the call at hand
595.04 -> it not only reduces training time but
597.04 -> also boosts agents confidence and being
598.959 -> able to solve customer issues on their
600.64 -> very first day
602 -> this also improves the experience of our
603.76 -> customers as it allows the agent to
605.6 -> focus on creating a connection
607.279 -> and confidently addressing the reason
608.8 -> for the contact rather than searching
610.72 -> for the relevant reference material
612.959 -> these are two agent-facing pain points
614.8 -> but we do see another pain point in
616.32 -> setting agents up for success in the
618 -> first place
619.12 -> we haven't had a means of feedback or
620.88 -> tracking that provides insight into the
622.72 -> relevant
623.839 -> relevance and quality of our knowledge
625.68 -> content so we haven't always known what
628.24 -> direction to go in to improve
630.56 -> previously the only agent feedback was
632.64 -> from an occasional form submission with
634.399 -> a request for updated content
636.48 -> since this takes time and effort to
638.16 -> navigate to and complete the form
640.32 -> it really only alerts us to major
642.16 -> problems rather than general trends
644.399 -> by giving our agents an easy way to rate
646.399 -> content with thumbs up and thumbs down
648.24 -> feedback
648.959 -> and also providing them a way to quickly
650.64 -> describe why the information wasn't
652.399 -> helpful
653.279 -> we can pinpoint where we need to begin
655.2 -> optimizing our knowledge base
657.36 -> thanks for sharing your experience with
658.8 -> amazon connect and the value
660.56 -> traeger agents are finding with amazon
662.16 -> connect wisdom lizzy we really
663.6 -> appreciate it
664.959 -> if you haven't tried amazon connect yet
666.64 -> you can sign up for free today by
668.079 -> logging into the aws console
669.839 -> answering a few short questions claiming
671.92 -> a phone number and then beginning to
673.279 -> take calls
674 -> in minutes all customers are invited to
676.8 -> join the amazon connect wisdom preview
678.72 -> to see how real-time recommendations and
680.8 -> ml powered search can help your agents
682.8 -> get the information they need to
684.16 -> successfully address customer issues
686.24 -> you can learn more and sign up for the
688 -> preview by visiting aws.amazon.com
692.48 -> connect wisdom finally we have a number
695.279 -> of resources to help you deploy
697.279 -> and optimize amazon connect including
699.68 -> new training modules available at
701.88 -> aws.amazon.com
703.44 -> connect resources we're fortunate to
706.8 -> have a number of customers in addition
708.24 -> to lizzie from traeger grills who have
709.92 -> agreed to share their
711.2 -> experiences with amazon connect wisdom
714.24 -> including barclays best western origin
716.48 -> energy and the u.s small business
717.92 -> administration
719.12 -> we have partners who are joining us as
720.56 -> well including accenture and salesforce
723.12 -> and i'd invite you to join any of these
725.2 -> other re invent 2020 sessions that you
727.44 -> find relevant
730.079 -> you for joining us today to learn more
731.519 -> about amazon connect wisdom we
733.2 -> appreciate your feedback in completing
734.8 -> the survey for this session as well
736.48 -> it's helpful in continually improving
738 -> the quality of content we share with you
739.519 -> during reinvent
Source: https://www.youtube.com/watch?v=RV9P4SgCYdw