Given the increasing popularity of natural language interfaces such as Voice as User technology or conversational artificial intelligence (AI), Ally® Bank was looking to interact with customers by enabling direct transactions through conversation or voice. They also needed to develop a capability that allows third parties to connect to the bank securely for information sharing and exchange, using oAuth, an authentication protocol seen as the future of secure banking technology. Cognizant’s Architecture team partnered with Ally Bank’s Enterprise Architecture group and identified the right product for oAuth integration with Amazon Alexa and third-party technologies. In this session, we discuss how building products with conversational AI helps Ally Bank offer an innovative customer experience; increase retention through improved data-driven personalization; increase the efficiency and convenience of customer service; and gain deep insights into customer needs through data analysis and predictive analytics to offer new products and services. Session sponsored by Cognizant

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Ally Bank & Cognizant: Transforming
Customer Experience Using Amazon Alexa
A W S r e : I n v e n t
Accelerating Cloud Experience to Lead with Digital
N o v e m b e r 2 8 , 2 0 1 7

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Cognizant Speaker
PARAS BHUVA
Sr. Solutions Architect, AWS

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1 9 7 0 s 1 9 8 0 s 1 9 9 0 s P R E S E N T2 0 0 0 s
Character Mode
GUI
Web
Mobile
VUI
This Magic Moment

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The Alexa Family

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80+
Managed clients
1,200+
Certified AWS Professionals
Cognizant Partnership Snapshot with
Amazon Web Services (AWS)
Premier
AWS Partner and Audited MSP
98+
Pro Certified Architects
40+
Transformational Blueprints
200+
Customers to AWS

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Let’s hear from our partner and customer!

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Cognizant Speaker
RAJA RENGANATHAN
VP & Global Head
Cloud Services, Cognizant

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TITLE
Founded
in 1994 (CTSH, Nasdaq)
Headquarters
Teaneck, NJ
100+ Global
Delivery Centers
256,00
Employees
OUR OVERVIEW
ACCOLADES
Fortune’s
Most Admired Companies
Years in a Row
9
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services
companies, transforming clients’ business, operating, and technology models for the digital
era. Our unique industry-based, consultative approach helps clients envision, build, and
run more innovative and efficient businesses. Headquartered in the US, Cognizant is
ranked 205 on the Fortune 500 and is consistently listed among the most admired
companies in the world.
Forbes
Fast Tech 25
17
Newsweek’s
2015 World Green
Rankings
101
Financial Times
Global 500
281
Fortune
500
205
Forbes
Global 2000
529

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Hybrid
Cloud
Cloud
Migrate
Enterprise
App Cloud
Cloud
Operate
Cloud
Security
Data & Analytics
Cloud
Industry
Cloud
Accelerating Digital Experience with Cloud
(Incremental and transformational)
Enabling enterprise-compliant
clouds across different verticals
Runs safe and efficient on cloud
through best-in-class capabilities
Flexibility through capabilities
on a range of cloud landing zones
Cognizant Cloud Trust
Security and Risk Framework
Cognizant Cloud Choices
Cloud Platform Catalog
Cognizant Cloud360
Cloud Service Orchestration & Governance Platform
Cloud Steps Transformation Framework
ENVISION
& STRATEGIZE
Align cloud strategy with
business and IT vision
ASSESS
& PLAN
Decide on workload-specific
strategies; develop migration
roadmaps
DESIGN
& BUILD
Design target state hybrid
architecture, foundation, security
controls, cloud environment
MIGRATE
& VALIDATE
Securely migrate the workloads
to the cloud; validate
benchmarks
RUN
& OPTIMIZE
Seamlessly transition to “run”
operations1
2
3
4
5

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AWS + Cognizant
• AWS Premium Consulting Partner
• AWS Channel Reseller
• AWS Managed Services Program
• AWS Market Place Reseller
• AWS Migration Acceleration Partner
• AWS Service Delivery Partner
• Global Partnership since 2008
• Leading GSI for AWS
• Dedicated BU–2,000+ markets, consultants,
solution architects, delivery teams
• Dedicated AWS COE and labs
• Global cloud delivery centers
Accomplishments
Competencies

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Customer Interaction & AI
“AI-infused offerings promise to improve customers’ experiences by making it easier for
them to achieve their goals.” —Forrester, 2017
Your first meeting today is with Jessica at 8:30 a.m. The
subject is Q4 sales projections.
There is an accident on your normal route. If you take
Bloomfield Drive, you can stop at Pete’s on Oak Street and
should be on time.
Your order has been sent and paid for. Shall I let Jessica
know when you will arrive at the office?
How does my schedule look this morning?
Do I have time to stop for coffee?
Send Pete’s my order for two larges with cream, to go.
Tell them when I’ll be there.
Yes. And please send us both the latest revenue report.

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How Conversational AI Delivers Results
• Range of service–24 hours a
day, 7 days a week, customer
service availability
• Increased quality and
accuracy based on KM
infrastructure
• Ease of service–allow
customers to choose between
cross-channel customer service
• Speed of service–timely and
efficient problem handling
during the first contact
• Lower costs–decrease number
of customer service agents
• Focus on value-added work–
customer service agents can
invest more time on complex
cases
• Analytics – use conversational
AI analytics to recognize why
support is needed in order to
prevent troubleshooting
questions
• Sales enabled ChatBot–enable
ChatBots to order products on
behalf of the customer
• Identify new sales
opportunities– analytics base
can be used to get new in-
depth consumer insights
• Customer loyalty–increase
customer loyalty by giving a
personalized customer
experience approach
Driving customer
experience
Driving productivity
and efficiency
Delivering business
outcomes

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Discover
and experiment
Plan and lay
foundation
Implement
and scale
Maintain
and expand
Typical Conversational AI Client Journey
• It takes a tremendous effort to define the foundational framework to enable VUI easily and securely
• Enterprises leading in this space have been investing lot on AI capabilities
Driving customer
experience
Driving productivity
and efficiency
Driving business
outcomes

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Ally Speaker
ARVY RAJASEKARAN
CIO, Ally Digital

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A Little About Ally…
…A digitally disruptive, diversified financial services firm
with a full suite of financial products and services
including banking, auto finance, and mortgage offerings.
Beyond its services, Ally is known for its unique culture,
straight forward approach and customer-centric business
philosophy.

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Ally Business Lines
• Full-spectrum provider
• New, used, leasing
• Floor plan and
commercial services
• Dealer online services
• Auto-focused insurance
business
• Direct banking platform
• Deposit products:
savings, checking, CDs,
IRAs
• Mobile banking
• Credit card
• Mortgage
• Financing for mid-
market companies in
technology, healthcare,
retail, and automotive
• Digital portfolio
management platform
• Ally Invest
Auto Finance Ally Bank Corporate Finance
Wealth Management
& Online Brokerage

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Ally Conversational Interface
Being customer-centric is just the right
thing to do
Here’s how we do it
• Anticipate their needs before they know they need
them: we saw an opportunity with the expansion of
a conversational UI financial/banking segment
behind the curve
• Build a skill that would provide a fast, meaningful,
and positive experience so it could be integrated
into everyday life
• Utilize our top-notch UX/usability team to help
navigate some unique internal and external
challenges

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The Design Journey

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* Solved through fine-tuning utterances

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Implementation Approach
The Amazon Toolset
• Amazon Alexa Skills Kit
• AWS Lambda
• AWS X-Ray
• AWS Identity and Access Management (IAM)
• AWS Key Management Service (AWS KMS)
• Skills Beta testing
Interactive API functions using AWS Lambda to mediate
interaction between skills and Ally business APIs
Extension of Ally Technology
Account linking capabilities
Extend authentication and authorization
capabilities
Enhance domain APIs for fulfillment
Extension of Ally Technology Implementation on Amazon Toolset

22. © 2017, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Technology @ Work
Amazon
Alexa
Amazon Developer Portal
Voice Interaction Model
Ally Interactive API
(AWS Lambda)
Transactions
Accounts
Welcome
Transfers
Rates
CurrenSee
Amazon
CloudWatch
AWS X-Ray
AWS IAM
AWS KMS
Shared
Services
AuthN
Token Secure
Gateway
Ally
Microservices
Enrollment APIs
Step Up Auth
AuthN APIs
Banking APIs
Notify Services

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The Ally Skill
"ALEXA, OPEN ALLY”
“GET MY BALANCE” “HOW MUCH DID I SPEND LAST MONDAY?”
“ALEXA, TRANSFER $10 FROM MY
ALLY BANK [PRODUCT NAME] ACCOUNT
TO MY [ELIGIBLE EXTERNAL ACCOUNT]”
TO VERIFY IT'S YOU, TELL ME YOUR 6-
DIGIT PASSCODE
“WHAT'S TODAY’S RATE FOR A 12 MONTH HIGH YIELD CD”
“CONVERT $300 INTO CURRENSEE”“ALEXA, ASK ALLY FOR HELP.”
 LIVE DEMO

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Q & A
Arvy, Raja & Paras

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Thank you!