Title

AWS re:Invent 2022 - Commercial innovation at Moderna using Amazon Connect and AI (LFS201)

Summary

Jeff Caron, a senior manager at AWS, introduces the session on Moderna's use of Amazon Connect and AI for digital customer experiences.
Barbara Salami, VP of Digital for Commercial at Moderna, discusses Moderna's commitment to health equity and innovation using their mRNA platform.
Arpita Balmack, Director of Global Contact Center Technologies at Moderna, details the creation of Moderna's AI engine and global contact center, which integrates Amazon Connect, Amazon Lex, AWS Lambda, and CRM.
The session emphasizes the importance of technology in healthcare and life sciences, particularly in improving patient care and experiences.
Moderna's rapid growth from an R&D organization to a commercial entity is highlighted, along with its focus on diversity, equity, and sustainability.
The partnership between AWS and Moderna is showcased, with a focus on leveraging AWS for Health, data analytics, and cloud technologies.
Arpita Balmack presents the OC3 platform, a global, AI-driven, omnichannel contact center designed to provide personalized customer experiences.
The session concludes with a call to visit the AWS Health Lounge and a reminder to provide feedback on the session.

Moderna's digital transformation is deeply rooted in its mission to provide equitable access to medicines globally, leveraging AWS technologies to scale and innovate.
The company's approach to innovation is guided by mindsets similar to AWS's leadership principles, emphasizing the importance of pushing boundaries and pivoting fearlessly.
Moderna's partnership with AWS spans a decade, with AWS providing not just technology but also strategic insights and cross-industry perspectives.
The OC3 platform represents a significant technological advancement in customer service for healthcare, integrating various AWS services to create a seamless, data-driven, and customer-centric experience.
The architecture of Moderna's contact center is designed with compliance, scalability, and interoperability in mind, ensuring that it can adapt to changing business needs and regulatory environments.
The session underscores the critical role of aligning technology initiatives with business goals and involving senior management from the outset to ensure commitment and alignment.
Moderna's focus on security, compliance, and sustainability by design in their technology platforms reflects a forward-thinking approach to digital infrastructure in the healthcare industry.