J.C. Novoa demonstrates IntelliAgent Bank, an open-source platform built on AWS that routes customers from chatbot to live agent to video call with screen sharing. The entire system, including dashboards and identity management, deploys automatically via CloudFormation scripts available on GitHub.
Hello everyone. As some of you may know, I spent the past 3 years building a customer engagement center of excellence atop of AWS services like Amazon Connect, Lex, Alexa, Chime, et cetera. And this past weekend, I had an opportunity to review some blog posts that AWS has put together to enable us to implement these solutions. And I, I must say it's pretty impressive, um, the walkthrough, the automation, uh, and the descriptions that actually allow you to do all this work, um, publicly available in GitHub for free, right? So there is one for the multi-channel or omnichannel experience for agents and customers, and there was one for video call escalation via Amazon Chime. So what I did is I took both of them. I started with this one and then I repurposed the same Amazon Connect instance to do this one. And now they are all integrated into one. So I'm gonna just walk you through the components that you get out of the box delivered by this automation that AWS made available. You get a supervisor or agent experience from a dashboard perspective that has real-time metrics and the logs. You also get an agent experience that allows for, of course, voice through Amazon Connect, chat, and an integrated fashion with Chime. So you can actually have a video conference and do screen sharing or co-browsing with a customer. You also get an integration with social media messenger, in this case Facebook, which then is integrated with Lex to automate some of the responses. From the customer side, you get a portal, right, a customer portal that allows you to have conversations with a chatbot that can then be escalated. To a live agent. And you also get an interface that kind of enables you to have a video conference and screen sharing interface with an agent, right? And last but not least, you get an Alexa skill that allows you to then have these interactions routed through an Alexa skill. I took it and deploy it and made it available on their development so that I can then install it on my phone. I just call it IntelliAgent Bank. And we're going to review some of these pieces in real time here. So let's start with having the customer interaction call an agent through chat. After they have a quick chat conversation. So I'm going to find out if the Miami branch schedule. And the backend information is actually driven by DynamoDB. So some of these responses are dynamic. And now because I know that it's before 5 PM and they're open, I'm just going to escalate to an agent. And what this is going to do, right, is ring on the agent interface where I can go from a chatbot to an agent and I can say Right, and so now the conversation happens here. I can say I am having problems logging into my account. Can you help me? Sure, you know, we can do a video conference. Just go here, and I'm just gonna copy this link. And again, I already have it here. Right, so now I could actually end that chat and close the contact and have a video call. And I'm just going to use My same account again. All this is secured by Cognito behind the scenes, so all these credentials are incognito. So now my CCP is ringing and it created a meeting ID, right, that now can be escalated into a video conference through Chime. I don't have my video enabled, but you can see that it's here. The audio is working. And I'm going to just join from the customer perspective. Just mute that. I'm gonna mute myself just so that there's no double sound, and I'm gonna share my screen from a customer perspective. I'm just gonna share my screen, uh, and let's say turn on my video, right? And so now the agent will be able to see the screen And they will see my video here. And if I enable my video, I'll be able to— they'll be able to see my video here. I can then from here, you know, leave the conversation and end the meeting for everybody, and then end the chat and close the contact, right? So, so we have gone from a chatbot to a live agent chat to a video conference with screen sharing. And you can continue some of these conversations in Messenger. So as a customer, I log into my Facebook account and I'm going to say— again, ask the same questions. And there are, of course, multiple utterances and slots that you can actually test with the deployment. So I'm going to just say pay credit card debt. I'm just going to say $1,000. And it's got a mechanism by which you receive a a code in a text message, or you can just see it in your portal. So going back to the chat, I'm just going to type it, 8711. And that conversation is available to the agent also in the Messenger side of their fence, right? But they didn't have any conversation. This was just done through Lex. But they can actually barge in and say, right? So now the chatbot stopped talking and the live agent started talking. And blending these 2 interactions is so critical to move customers into the digital age where they are not even aware that it's a chatbot or a person. At some point in time in the future, that probably will be more seamless. And the other piece that I want to show you is the skill, right, the Alexa skill. So I'm just going to go back here. Alexa, ask my IntelliAgent bank for the Miami branch schedule. Pay debit card debt. 8711. $1,000. Yes. Goodbye. So again, you know, all these interfaces are automated. You can build up and tear down through CloudFormation scripts, and there is, of course, you know, a walkthrough. That, that gives you access to all of this stuff, right? It's pretty amazing what you get, again, for free. A lot of work went into making this happen, and so it's really exciting to see making this available as open source to get everybody started. Um, having, having done this previously, um, I know how much work goes into making this omnichannel multi-tenant solutions work in cloud. So I will encourage everybody to try it and get your skills up to be able to do these things for your own customers. And that's it.
