This session is for users that want to integrate AWS contact center capabilities with UiPath, both to learn the art of the possible and to implement immediately. Users will learn about currently available activity packs and integrations on both the AWS and UiPath sides, hearing directly from experts from each company.
In this session you will hear from UiPath and AWS experts on:
Using the Amazon Connect Native Integration activity pack and setting up a practical example
Setting up authentication and initial configuration on both the UiPath and AWS side
Triggering a UiPath job based on input received using both the Activity Pack and Connector
Setting up a simple solution incorporating Amazon Comprehend
Practical examples of additional workflow actions integrated with both Connect, Comprehend, and other CCI capabilities
Prioritizing and selecting critical use cases to improve self-service and agent assistance
Speakers:
Mo Roy, Sales Engineer @UiPath
Meena Thandavarayan, AI/ML Partner Solutions Architect, Amazon Web Services (AWS)
2. 2
1. Meetup Introduction with our Community
Manager
2. High Level Overview of UiPath + Amazon
Contact Center Integration
3. Capability deep-dive: Amazon Connect Native
Integration and Amazon Comprehend + UiPath
4. Live Walkthrough: 1) Configuring Amazon
Connect, 2) Configuring Amazon Comprehend
5. Demo: Building Automations
6. Use Cases
7. Q&A and Additional Demos
Agenda
3. 3
Automate the
Call Center
Amazon + UiPath – High-Level Overview
Easily bring AI to
your workflows
Boost IT
productivity
Auto-scale as
needs evolve
Easily scale and manage your
digital workforce
Rapidly implement and scale
your automations as needs
evolve with pre-built auto
deployment capabilities.
Automate more and solve
complex business challenges
with the power of AWS AI
services
Modernize your enterprise by
easily adding AWS AI capabilities
directly into your-day-to-day
operations with ready-to-use
intelligent automation solutions.
Leverage AWS cloud with
enterprise-class automation to
increase productivity
Harness the power of AWS cloud
and infrastructure to empower
your IT organization with efficient
and affordable services, and
end-user process automation.
Boost customer experience and
free your agents by automating
the call center with Amazon
Connect
Automate functions within the
call center, enabling more self-
service, decrease average call
handling times, and shorten
customer hold times.
Deep integrations enable powerful solutions at scale – including in the Contact Center and combining
AI/ML and Automation (today’s focus)
4. 4
AWS Contact Center Intelligence and UiPath
Contact Center Joint Value Proposition
Customer
Self-Service
Agent Assistance
Systems &
Processes
• AWS Contact Center Intelligence (CCI)
focuses on AI/ML investments in customer
self-service and agent assistance.
• UiPath is the “link” that delivers AWS’s AI
capabilities directly into the enterprises’
systems & processes.
Joint Value Proposition
- Empower customers to self-serve
- Empower agents to deliver a personalized
customer experience
- Improve efficiency across front & back office
- Deliver rapid results in weeks, not months,
without costly infrastructure changes
CCI CCI
5. 5
Reimagine End to End Omni-Channel Capabilities
End to end customer journeys optimised to allow your people do what they do best.
Customer
persona
• External
• customer
• Internal
• employee
• Third party
Voice
Email
Mobile
Web
Chat
Front office
services
Self-Service Straight-through processing
Business segmented by value, volume
and/or type of process
Plugged- in
Service Requests
Technical
Troubleshooting
Request Fulfilment
Payment
Processing
Triage
Data extraction
Classification/
indexing
Client verification
Routing and
prioritization
Omnichannel
Middle & back-
Office
Processes
Complaints/
Disputes
Status Updates
Escalated
Service
Customer
details
Recent
activities
Customer
insight
Incident
history
Sentiment
Analysis
KB search
tools
360 customer view
Agent
CRM ERP ITSM LOBs
Market
platforms
TPAs IVR
Integration
APIs
Data
AI/ML
Fraud detection
Report generation
Client
documentation
Multi-system
updates
Trend analysis
Close-out
processes
“Warm transfer”
to agent
Bots monitor
multiple input
channels alongside
Amazon solutions
1 Bots perform
initial receiving
activities and
categorization
2
AI/ML +
Automation
solutions enable
self-service;
simple requests
fulfilled
automatically
3
Agent-
assistance tools
provide live
support and
cross-system
integration
4
Unattended
Bots fulfill and
execute key
close-out and
back-office
activities
5
6. 6
Bring AI to life in your organization with UiPath and AWS
Our robots never stop learning
UiPath is deeply integrated with AWS AI services across vision, document, speech, and language –
making it easy to create intelligent automations. Drag & drop AI capabilities directly into RPA workflows.
UiPath is deeply integrated with AWS
AI services in these areas
Visual Understanding
Human-like recognition of UI elements
Document Understanding
Insight into unstructured data
Custom Tools and Skills
AI skills custom-built for your business and
brought to the UiPath Platform through a
fully- integrated AI Fabric
Specialized Skills
A growing collection of best-in-class skills
from UiPath ecosystem partners and experts,
available on the UiPath Go! Marketplace
EMBEDDED SKILLS
EMBEDDED SKILLS
CUSTOM SKILLS
ECOSYSTEM SKILLS
Conversational Understanding
Sentiment of text, chat, and voice inputs
EMBEDDED SKILLS
11. 11
AWS Contact Center Intelligence and UiPath
Contact Center Joint Value Proposition
• Reduced Cost in Contact Center
• Reduced Average Call Handling Time (AHT)
• Improved Customer Satisfaction (CSAT)
• Improved Employee Satisfaction
• Improved Employee Retention
UiPath & AWS
Mutual Value Prop
UiPath
Robots
Agent
Customer contacts support via voice or
chat - powered by the customers’ IVR
system of choice*
(both on prem or cloud based)
UiPath Robots and agents work together
or independently to fulfill requests
AWS Contact Center Intelligence (CCI)
enables UiPath Robot to automate even
more complex use cases!
UiPath can automate across any system,
including on-prem mainframes, cloud-based
web services, homebrewed systems, and
those not accessible via APIs
1 2 3
UiPath Robots
API
*Amazon Connect & Genesys PureCloud are UiPath pre-built integrations, with reference configs that can be extended to all IVR vendors
Logos here are representative of AWS Contact Center Intelligence partners, but UiPath can work with any IVR vendor.
12. 12
Walkthrough – Configuring Amazon Connect
Integration
Sample UiPath + Connect Contact Flow Template:
https://github.com/UiPath/AmazonConnect
UiPath API Connector Guide:
https://postman.uipath.rocks/
1) Get Orchestrator API details in Orchestrator
2) Set up stack in AWS based on template
3) Set up Lambda functions pointing to applicable UiPath calls
4) Create Contact Flow (and optionally Lex chatbot)
5) Identify UiPath reference properties needed (folderId, releaseKey, etc)
6) Use at least one Lambda function in your Contact Flow to start (and optionally query
later) a UiPath job
7) Optional – set up output argument in UiPath workflow
8) Try it out!
13. 13
Walkthrough – Configuring Amazon Connect
and Comprehend Activities in Studio
• Add Connect package in Studio
• Review and add necessary properties to authenticate
14. 14
Live Demos:
Triggering a UiPath Start Job Event via Connect IVR
1) Set up AWS Pre-requisites (quick walkthrough)
2) Add Lambda function to start job
3) Walk through Contact Flow
4) Make call live – what could go wrong?
5) Check for incident in SNOW
(Time-willing)
1) Options to add chat to Contact Flow via Lex, deeper dive into Comprehend and
incorporating AWS AI capabilities in UiPath workflows
15. 15
UiPath robots informs customer once request is complete via
Amazon Connect
UiPath + Amazon Connect partner with top 25 bank in the U.S.
to transform its contact center
CASE STUDY: INBOUND CALL (SELF-SERVICE)
• 40-50% reduction in agent call volume
• 30% reduction in Average Handling Time
• Improved security and compliance from
enhanced authentication process
• Improved customer experience (reduced
hold time) and NPS for direct banking
channel
A bank call center handled both customer
calls and call from branch employees.
Simple requests such as unlocking accounts
and statement requests made up 50-70% of
the call volume, overwhelming agents and
resulting in long hold times.
Challenge Solution
Results
Amazon Connect
UiPath
Robots
Customer contacts support via
voice or chat powered by
Amazon Connect
UiPath robots reach into the bank’s disparate systems of
record and legacy mainframe systems with no APIs to
automatically process simple requests including transaction
disputes, unrecognized transactions, lost/new card requests
and password resets.
This is all completed without any agent involvement.
1 2
3
16. 16
Results
USE CASE: OUTBOUND CALL
A State Department of Labor sought a
solution to gather and process missing
information in hundreds of thousands of
unemployment insurance claims.
UiPath + Amazon Connect joint solution to support a State
Department of Labor during COVID-19
Challenge
Acme
Industries
Hi, can you
provide your
last employer?
DoL Mainframe
Systems
Amazon Connect
Outbound Dialer
Call list
End of call
1 Ingest: UiPath processes the file
and sends to an Amazon
Connect call flow
2 Contact: Amazon Connect
connects the applicant
3 Validate: Amazon Connect and
UiPath validate the caller’s identity
4 Complete: UiPath and Amazon
Connect complete the application
DoL Mainframe
Systems
Unemployment
Claim Applicant
Amazon Connect
IVR
UiPath Robot
• PoC results validated with AWS
engineers: estimated to process 300,000
applications in approximately 2 days
• Rapidly accelerate processing of
unemployment claims: robots can process
an application in 1 minute
• Alleviate need to hire thousands of
employees to manually gather missing
information
Solution
18. 18
Vibrant ecosystem of more than 1,5 million professionals and citizen developers
learning, getting support, and succeeding together in their automation careers.
• Start with the free Community Edition to get trained and certified
• Then upgrade to the Enterprise version of the product
Academy
• Get crowdsourced support and share product feedback on UiPath Forum
• Check the product documentation
• Join the Insider Preview for early testing
Forum
Community Events
• Access the latest articles and video tutorial content created by community members and
UiPath engineers in our Community Blog
• Contribute as an author.
UiPath Community MVPs • Get recognized as a Most Valuable Professional (MVP), Automation Champion or one of
the Forum Leaders, based on the contribution to others’ growth
Join the UiPath Community
• Connect with like-minded people and share best practices with the UiPath Community
• Solve challenges in engaging hackathon competitions
• Join meetups and conferences
Blog and Tutorials
Automation Cloud
• Learn the skills of the future on UiPath Academy or through our Academic Alliance
• Earn globally recognized credentials with UiPath Certifications
19. 19
Last date to apply – 5th Dec
Visit https://community.uipath.com/mvp/ for more details
20. 20
Date/Time Topic Status
Nov 4th,
13PM GMT
Automate cross-system ITSM processes through APIs
with UiPath Integration Service
Register now
Nov 11th,
12PM GMT
Automate end-to-end processes that involve Jira Register now
Nov 18th,
13PM GMT
Boost Customer Experience with UiPath & AWS Contact
Center automation
Register now
Dec 2nd,
13PM GMT
Automate CRM systems through APIs with the new
UiPath Integration Service
Register now
Dec 16th,
13PM GMT
UiPath Integration with SAP Solution Manager 7.2 Register now
Amazon Connect is AWS’ omni-channel cloud contact center service that helps companies provide superior customer service at a lower cost. It is also used by Amazon’s retail business.
At Amazon, we strive to be Earth’s most customer-centric company, but traditional contact center technologies weren’t able to meet our needs. The technology we were looking for needed to be scalable. We knew the trajectory of the growth we were seeing, but we also needed to cater for rapid changes in demand.
So we built it, as a Contact Center as a Service!
Using our knowledge and experience, we built an easy-to-use, intuitive system that enables Amazon customer service associates to focus their attention on the customer, rather than on navigating a complex, difficult-to-use system, and their supervisors a simple tool for managing their staff and their business.
Over 50 groups and businesses within Amazon and its subsidiaries provide customer service today, making Amazon Connect suitable for contact centers ranging from 10s of agents to 10s of thousands of agents.
One of the key differentiators of Amazon Connect is the simplicity of setup and configuration. Amazon Connect can be managed by business users without the need for highly technical, specialized skills. Rich metrics and analytics provide insight that enables making improvements to the end-customer experience easy, and changes are applied immediately, so results can be seen in real-time.
Beyond the standard functionality, Amazon Connect delivers differentiators that allow AWS customers to create exceptional customer experiences. For example, Amazon Connect was built from the ground up to be 100% Cloud based. There are no adapters or applets or applications or browser extensions to install, every part of Amazon Connect is available purely in the browser. Amazon Connect can be setup in minutes and agents can take calls after just a few simple steps, and can be located practically anywhere that has a broadband internet connection. You can log into the AWS console today, answer a few short questions, claim a phone number and be taking calls before we finish this slide.
Build dynamic and personal contact flows:
The Contact Flow Engine enables non-technical users to create customer interactions, or “contact flows,” to surface information such as past purchases, contact history, and customer tendencies, which can be used to anticipate end-customer needs and deliver answers to questions before they are even asked.
Once a call comes in, Connect can source information designated by the contact flow, and start answering the customer’s question using natural language input with Amazon Lex.
Natural input using Amazon Lex:
Amazon Connect enables natural customer conversations by integrating with Amazon Lex (an Amazon AI service currently in preview that uses the same deep learning technologies), the same technology that powers Amazon Alexa, to enable any developer to quickly and easily build natural language interactions.
If the customer’s questions are not answered by this level of interaction, the contact flow engine can continue the flow by routing the customer to an agent with the appropriate skills/access, as designated by the Connect administrator.
Many customers see the AWS cloud services platform as another differentiator as they can easily access these services to build solutions. If you want to trigger an action to send a text message in a contact flow for proactively updating a customer on the status of a parcel, customers may quickly create a Lambda function to use Amazon Pinpoint or Simple Notification Service to generate this update from a contact flow. Amazon Connect easily integrates with AWS’ 150+ other services to innovate on behalf of your customers.
Amazon Connect integrates with several AWS services to provide a richer depth of capabilities and customization including:
It leverages AWS Directory Services for identity and access management.
It can store any call recordings and scheduled metrics reports in Amazon S3 for buckets in your account, letting you control the lifecycle management and retention of your data.
It can uses AWS Lambda to enable data dips and other external integration in contact flows.
Streams metrics data and agent event data to Amazon Kinesis Data Stream or Amazon Kinesis Data Firehose. Amazon Elastic Search Service can consume the data from Amazon Kinesis to enable advanced monitoring.
It can encrypt data from your contact center, such as call recordings and reports, with encryption keys stored with Amazon Key Management Service.
It leverages Amazon Lex for Natural Language Understanding and automated customer interactions.
It uses Amazon CloudWatch for operational metrics and alarms.
It uses Amazon Polly to provide the voice for text-to-speech messages.
To meet our customers where they are on their machine learning journey and help them achieve specific business outcomes, we provide the broadest and most complete set of machine learning and artificial intelligence services for builders of all levels of expertise. And we continue to improve services at a rapid clip. AWS has launched more than 250 new capabilities for machine learning and artificial intelligence in just the last 12 months.
At each layer of the stack, we’re investing in removing the undifferentiated heavy lifting so your teams can move faster. These services are applicable across a broad spectrum of companies, but we’ve also heard from customers that they want specific solutions that are purpose-built for their industries so we are investing in industrials and healthcare.
At the top layer are our AI Services, which allow developers to easily add intelligence to any application without needing ML skills. The pre-trained models provide ready-made intelligence for your applications and workflows to help you do things like personalize the customer experience, forecast business metrics, translate conversations, extract meaning from documents and more. AWS has a broad spectrum of services to address your business’s AI goals.
At the middle layer is Amazon SageMaker, which provides every developer and data scientist with the ability to build, train, and deploy machine learning models at scale. It removes the complexity from each step of the machine learning workflow so you can more easily deploy your machine learning use cases, anything from predictive maintenance to computer vision to predicting customer behaviors.
And at the bottom layer, expert practitioners can develop on the framework of their choice as a managed experience in Amazon SageMaker or use the AWS Deep Learning AMIs (Amazon machine images), which are fully configured with the latest versions of the most popular deep learning frameworks and tools.
