Voice of the Customer Analytics with Natural Language Processing This session explores the use of building a comprehensive natural language processing pipeline to perform text analytics to better understand how to respond to and improve customer experience. Attendees will learn how to use AWS services including Amazon Comprehend and Amazon Transcribe to process and perform sentiment analysis on voice of the customer data such as customer call recordings and social media. Tom McMeekin, Solutions Architect, Amazon Web Services

1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Tom McMeekin
Solutions Architect, Amazon Web Services
Injae Kwak
Solutions Architect, Amazon Web Services
Voice Of The Customer Analytics With
Natural Language Processing

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Tuning Into the Voice of the Customer
Input Output
NPS EXIT
Entities
Key Phrases
Language
Sentiment Unified view of
the Customer
journey
Competitive
Intelligence
Customer
Service Training
Trends & Insights
Analysis

3. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Natural Language Processing At AWS
FRAMEWORKS & INFRASTRUCTURE
Platform
Services
Amazon Machine
Learning
Mechanical Turk Spark & EMRSageMaker PLATFORM SERVICES
APPLICATION SERVICES

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Natural Language Processing At AWS
Platform
Services
Apache
MXNet
PyTorch
Cognitive
Toolkit
Keras
Caffe2
& Caffe
TensorFlow
AWS Deep Learning AMI
GPU MobileCPU
IoT
(Greengrass)
Amazon Machine
Learning
Mechanical Turk Spark & EMR
Gluon
SageMaker
AWS DeepLens
PLATFORM SERVICES
APPLICATION SERVICES
Frameworks
&
Infrastructure

5. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Natural Language Processing At AWS
Application
Services
Platform
Services
Apache
MXNet
PyTorch
Cognitive
Toolkit
Keras
Caffe2
& Caffe
TensorFlow
AWS Deep Learning AMI
GPU MobileCPU
IoT
(Greengrass)
Rekognition Polly Lex
Gluon
Transcribe Translate Comprehend
AWS DeepLens
Amazon Machine
Learning
Mechanical Turk
Amazon
EMR
Amazon
SageMaker
APPLICATION SERVICES
Frameworks
&
Infrastructure

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Natural Language Processing At AWS
Application
Services
Platform
Services
Frameworks
&
Infrastructure
Apache
MXNet
PyTorch
Cognitive
Toolkit
Keras
Caffe2
& Caffe
TensorFlow
AWS Deep Learning AMI
GPU MobileCPU
IoT
(Greengrass)
Amazon
Rekognition
Amazon
Polly
Amazon
Lex
Gluon
Amazon
Transcribe
Amazon
Translate
Amazon
Comprehend
AWS DeepLens
Amazon Machine
Learning
Mechanical Turk
Amazon
EMR
Amazon
SageMaker

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Voice Of The Customer Pipeline
Processing of Text
Text Analytics
Transcription of Audio

8. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Voice Of The Customer Pipeline
Amazon
Connect
Amazon
Transcribe
Text Analytics
Call
Transcript
Processing of Text

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Transcribe
Time stamps
and confidence
scores
Regular and
telephony
audio
Punctuation
Language
Detection
Multiple
speakers
Custom
vocabulary
§
Hello
/Hola
Automatic speech recognition (ASR) service

10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Transcribe Use Cases
Call centersSubtitles for VOD Broadcast
Closed Captions
Dictation

11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Timestamping and Confidence Score
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 11.0 12.0 13.0 14.0 15.0 16.0 17.0
“I would like to reschedule my flight to Melbourne to later tonight”
3.480 sec
Confidence : 1
6.402 sec
Confidence : 0.95
10.541 sec
Confidence : 1

12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Call Centre Transcription
Amazon
Connect
Amazon
S3
Amazon
S3
AWS
Step Functions
Amazon
Transcribe

13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Finding Insights And Relationships In Text
Text Analytics
Amazon
Transcribe
Amazon
Connect
Amazon
Transcribe
Call
Transcript

14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Finding Insights And Relationships In Text
Text Analytics
Text
Amazon
Comprehend
Amazon Kinesis
Data Firehose
/raw
Amazon
Transcribe
Amazon
Connect
Call
Transcript

15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon Comprehend
Keyphrase
Extraction
Sentiment
Analysis
Entity
Analysis
Topic
Analysis
Language
Detection
Amazon
Comprehend
Continuously trained
Analysis of unstructured text
Integration with:
• Amazon S3
• AWS Glue
Natural language processing (NLP) service

16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Finding Insights And Relationships In Text
Text Analytics
Amazon
Comprehend
Amazon Kinesis
Data Firehose
/raw
Amazon
Transcribe
Amazon
Connect
Text

17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Finding Insights And Relationships In Text
Amazon
Comprehend
Amazon Kinesis
Data Firehose
/raw
Amazon
Transcribe
Amazon
Connect
/enriched
Text

18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Serverless Analytics
Build and run analytics without thinking about servers
Easy to build visualisations,
perform ad-hoc analysis
AWS
Glue
Amazon
Athena
Amazon
QuickSight
Automatically discover data
and stores schema
Interactive query service to
analyse data in Amazon S3
using standard SQL
Amazon
Athena
Amazon
QuickSight
AWS
Glue
/enriched

19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Finding Insights And Relationships In Text
Amazon
Comprehend
Amazon Kinesis
Data Firehose
/raw
Amazon
Transcribe
Amazon
Connect
/enriched
Amazon
Athena
AWS
Glue
Amazon
QuickSight
Text

20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Amazon
Transcribe
• Free to try!
• Pay for what you use
• AWS SDK, Code Samples
Amazon
Comprehend
Build a Social Media
Dashboard using Machine
Learning
Detect Sentiment from
Customer Reviews using
Amazon Comprehend
Go LearnGo Build
http://amzn.to/2sW88JN
http://amzn.to/2EZvIXH

21. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.
Thank You