Title

AWS re:Invent 2022 - Deliver resilient, personalized experience at scale w/Amazon Connect (BIZ208)

Summary

• Naomi Hall from AWS Professional Services and Sam Watson from Intuit presented their experiences with Amazon Connect.
• The demand for customer service has dramatically increased, with expectations for faster, reliable, and personalized experiences.
• Intuit, as a high-volume customer, has influenced the Amazon Connect roadmap and shared their journey to delivering resilient, personalized experiences at scale.
• Amazon Connect is a cloud-based contact center solution that is easy to set up, scales automatically, and offers pay-as-you-go pricing.
• Intuit's business objectives were to support different types of customer offerings (do-it-yourself, do-it-with-me, do-it-for-me) across an omnichannel experience.
• Technical objectives included high reliability, scalability, configurability, observability, transcription with custom vocabulary, and analytics.
• Intuit's contact center success metrics showed over 3 million hours of voice-based calls, a 30% year-over-year growth in total contacts, and the ability to handle 30% of contacts over a two-month period.
• AWS and Amazon Connect are designed for high availability, with regions and availability zones ensuring fault tolerance and scalability.
• Best practices for building a resilient and scalable contact center include defining redundancy requirements, setting standards, documenting entry points, and planning for business continuity.
• Operational excellence is key, with considerations for change management, major releases, and establishing monitoring and alerting.

Insights

• The shift to virtual customer service has been accelerated by the pandemic, leading to a significant increase in demand and a change in customer expectations.
• Amazon Connect's cloud-based model offers a solution to the challenges of scaling and personalizing customer service experiences.
• Intuit's use case demonstrates the practical application of Amazon Connect's features, including AI and ML, to deliver a personalized and efficient customer service experience.
• The architecture of AWS and Amazon Connect, with multiple availability zones, ensures high availability and resiliency, which is critical for maintaining customer trust and satisfaction.
• The best practices shared by Naomi Hall emphasize the importance of planning, testing, and continuous improvement in managing a contact center, especially when dealing with high volumes and the need for personalization.
• The insights from Intuit's journey with Amazon Connect can serve as a blueprint for other organizations looking to enhance their customer service operations through cloud-based solutions.
• The session highlighted the importance of aligning technical objectives with business goals to create a seamless customer experience across various service offerings.
• The emphasis on operational excellence and the detailed approach to monitoring, alerting, and change management reflects the complexity of running a modern contact center and the need for robust systems and processes.