Boost Customer Experience with UiPath & AWS Contact Center Automation

Boost Customer Experience with UiPath
and AWS Contact Center automation
Tech Integrations Series 3

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
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
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
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

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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

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Easy to use, omnichannel cloud-based contact-center service
that scales to support businesses of any size
Skills-based contact
routing
Voice & chat
recording
Real-time and
historical analytics
High-quality
voice capability
Pay-as-you-go pricing
Amazon Connect is helping companies transform customer experience
Amazon Connect

© 2020, Amazon Web Services, Inc. or its Affiliates. All rights reserved.
Extensive service integrations foster innovation
Amazon Connect
Development Database
Storage
AI Analytics
AWS Lambda Amazon
API Gateway
AWS Step
Functions
Amazon S3 Amazon Glacier Amazon
RDS
Amazon
DynamoDB
Amazon
Redshift
Amazon
Transcribe
Amazon
Comprehend
Amazon
Lex
Amazon
Polly
Amazon
Glue
Amazon
Quicksight
Amazon
Athena
Amazon
Kinesis
Messaging Management
Security
Amazon Pinpoint Amazon Simple
Notification Service
Amazon Simple
Email Service
AWS Identity and
Access Management
AWS Directory
Service
Amazon
CloudWatch
AWS
CloudFormation
AWS CloudTrail

9
© 2021 Amazon Web Services, Inc. or its affiliates. All rights reserved |
The AWS ML stack
Broadest and most complete set of machine learning capabilities
ML FRAMEWORKS
& INFRASTRUCTURE
TensorFlow, PyTorch,
Apache MXNet
Deep learning
AMIs & containers
GPUs Inferentia Elastic inference FPGA
AI SERVICES
Vision
Rekognition
Speech
Polly
Transcribe
Chatbots
Lex
Contact centers
Contact Lens
Connect Voice ID
Code + DevOps
CodeGuru
DevOps Guru
Text
Comprehend
Translate
Textract
Business tools
Personalize, Forecast
Fraud Detector
Lookout for Metrics
Search
Kendra
Industrial
Panorama Appliance and SDK,
Monitron, Lookout for Equipment,
Lookout for Vision
Healthcare
HealthLake
Comprehend Medical
Transcribe Medical
Label
data
Data
collection prep
Store
features
Detect bias
and explain
predictions
Visualize in
notebooks
Pick
algorithm
Manage
& monitor
Train
models faster
Deploy in
production
Tune
parameters
Manage edge
devices
SAGEMAKER STUDIO IDE
CI/CD
AMAZON
SAGEMAKER

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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.

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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!

12
Walkthrough – Configuring Amazon Connect
and Comprehend Activities in Studio
• Add Connect package in Studio
• Review and add necessary properties to authenticate

13
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

14
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

15
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

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Links and Documentation:
UiPath Integrations (All):
https://docs.uipath.com/integrations
Amazon Comprehend Activities:
https://docs.uipath.com/activities/docs/amazoncomprehend-about
Amazon Connect Activities:
https://docs.uipath.com/marketplace/docs/amazon-connect-about
Amazon Textract Activities:
https://docs.uipath.com/marketplace/docs/amazon-textract-about
AWS Activities:
https://docs.uipath.com/activities/docs/about-the-amazonwebservices-activities-pack

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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

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Last date to apply – 5th Dec
Visit https://community.uipath.com/mvp/ for more details

19
Date/Time Topic Status
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Dec 2nd,
13PM GMT
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Register now
Dec 16th,
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UiPath Integration with SAP Solution Manager
7.2
Register now

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

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Boost Customer Experience with UiPath & AWS Contact Center Automation

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