Johnson & Johnson partnered with Atos Digital Workplace to drive personalization and automation around their IT help desk by using Amazon Connect. Join us and learn how the Amazon Connect platform enabled the capabilities to transform the end-user experience.

1. © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.S U M M I T
Amazon Connect for IT support:
Johnson & Johnson case study
Tara O’Brien
Director, End User Services
Johnson & Johnson
S V C 2 0 1
Mike McGarvey
Account CTO
Atos
Scott Brown
Head of GTM – Connect
AWS

2. The largest and most diversified healthcare company in the world
Our Purpose
Strong Global Position in Three Key Segments
Our People
135,000 employees
who serve more than
1 billion patients each day
Consumer Pharmaceuticals Medical Devices

3. 120,000
experts worldwide
€11.5B
2019e revenue
c. 5,000 patents
c. €250m R&D
per annum
Present in more than
70 countries
Leading pure
player in Europe1
Top 52 digital world leader
Atos at a glance
Note: Data as of December 31, 2018
1) First European player 2) Pro-forma Syntel acquisition
Market leader
in managed
workplace
services
Worldwide IT
Partner
of the Olympic and Paralympic
Games

4. Help &
Interaction
Center
Atos Digital Workplace Practice
4
Advisory,
Consulting &
Design
Transformation
& Management
of Change
Business
& Vertical
Solutions
Modern
Workplace
Platform
Digital Workplace Strategy
Consulting
Digital Customer
Experience Consulting
Co-creation and
prototyping
Workplace Migration
Services
UC&C Transformation
Management of Change &
adoption
Smart Mobility & Apps
Content Platforms
“Vertical” Digital
Workplace
Digital Customer
Experience Solutions
Content Management
Unify UC&C Products
Office 365 services
Google G Suite services
Unified Endpoint
Management
Identity & Access
EUC Analytics &
Automation
Device Subscription
Services
Help & Interaction Center
Atos Virtual Assistant
(AVA)
Tech Bars, Smart Vending
& Lockers
Cyber Security Services
Access Security Broker
Security Threat Intelligence
Cyber Threat Management
Security Transformation
Intelligent Collaboration
Services

5. S U M M I T
220K
Colleague
Support
6
Continents
81
Countries
12
Languages Supported
English, Dutch, French, German, Italian, Russian,
Japanese, Mandarin, Korean, French Canadian,
Spanish and Portuguese
+23 machine-translated chat languages
1000+
Tech Support Agents
470 Remote agents
600 Local agents
Onsite Support for 1K sites globally
Service Desk & Remote
Control Tech Support
1.3M
Colleague Contacts
676K chat, 540K phone and 240K
self-service portal
120K
Translated Online Chats
Interactions across
23 non-English languages
68%
Fixed the First Time
First contact resolution over 484K
Onsite Tech Support L2 -VIP
286K
Ticket Resolutions
Employee ticket resolutions including
270K onsite, 9K dispatch and 6K depot
30K
New PCs
Colleagues that participate in the annual PC and
Windows 10 refresh process
180K
Colleague PCs
12K Amazon WorkSpaces and 41K mobile devices
supported
Bright Red Tech Bars
12
Countries
Supporting 44K colleagues
40
Bright Red Tech Bars
57K
Resolved
Colleague contacts in 2018
Technology Support and Services

6. S U M M I T
Johnson & Johnson Technology Services Principles
Drive with Digital Experience
Leverage data we have to drive decisions, roadmap, and end user experiences
Apply Continuous Innovation
Use data findings to direct improvements, enhancements, and new services
Delight our End Users
Combine the data and innovation to drive positive interactions and customer
satisfaction

7. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
“Satisfied customers tell three friends,
angry customers tell 3,000”
Pete Blackshaw
Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000:
Running a Business in Today's Consumer-Driven World

8. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Why should we delight end users?

9. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
“According to SHRM, experiential organizations (those that
scored highest in culture, technology, and physical
workspace) outperformed their peers by 400% when it
came to profits, saw 40% lower turnover, and had stock
prices that outperformed the general market.”
Ben Travis, Bonusly Blog

10. S U M M I T
Moving to Amazon Connect

11. S U M M I T
Moving to Amazon Connect

12. S U M M I T
How we got started
Amazon Connect

13. User
Amazon Kinesis
Data Firehose
Amazon Redshift
Amazon Connect
Amazon DynamoDBAWS Lambda
Agent
Amazon S3
AWS Cloud
CallRecording
Call & Agent Data
Contact Center Data Stream & Repository
Database Driven Contact Engine
Phase 1 – Lift & Shift*
*Not exactly a lift and shift

14. User
Amazon Kinesis
Data Firehose
Amazon Elasticsearch
Service
Amazon Redshift
Amazon Connect
Amazon DynamoDBAWS Lambda
Agent
Amazon S3
AWS Cloud
Call & Agent Data
Contact Center Data Stream, Repository, & Visualization
Dynamic Contact Engine
Phase 2 – Leverage the ecosystem
Amazon Comprehend
Amazon Lex
Kibana
Amazon Transcribe
Analysis Pipeline
•

15. S U M M I T
Post Call Survey
• Focus on increasing caller feedback to improve
CSAT
Components:
• Quick connect to call
flow
• AWS Lambda to pull
SSML of questions
• DynamoDB with SSML &
question set
• Kinesis to push to
Amazon Elasticsearch
Service & Amazon
Redshift
• Real-time dashboard by
agent/team/location
Amazon Kinesis
Data Firehose
Amazon Elasticsearch
Service
Amazon Redshift
Amazon Connect
Amazon DynamoDBAWS Lambda
AWS Cloud
Call Data
Contact Center Data Stream, Repository, & Visualization
Dynamic Contact Engine
User
Kibana
Look up Survey Questions

16. S U M M I T
Intent Anticipation / Customized Floodgate
Consolidate and use end-user data to deliver a
personalized experience for each user
Components:
• User data abstraction
layer built on
DynamoDB
• Lambda to first intent
based on business
rules and user access
Use cases
• New hire
• Service recovery
• Personalized Floodgate
• BSOD
Amazon Connect
Amazon DynamoDBAWS Lambda
AWS Cloud
User Data Abstraction
Dynamic Contact Engine
User
Pull message content
Corporate data center
Application
Access
Amazon DynamoDB
Active
Directory
Desktop
Telemetry
AWS Lambda
Pull first intent

17. S U M M I T
Continuous Integration Sprint Schedule
Amazon Lex-based chatbot beyond navigation
Off-channel deflection
Contextually dependent hold messaging
Virtual hold
Mobile app integration
Request callback

18. S U M M I T
Lessons Learned

19. S U M M I T
How You Can Get Started

20. S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Questions

21. Thank you!
S U M M I T © 2019, Amazon Web Services, Inc. or its affiliates. All rights reserved.