AI-Powered CX

This architecture reflects my current technical acumen and business philosophies:

• Customer is most important person in the room
• Do more with less
• Secure by design
• Learn & apply
• Follow the data
• Simplicity accelerates

I use it within my own projects — and as a baseline for related consulting work.

It’s an ideal — secure, performant and modular — platform for delivering:

• Personalization
• High-scale engagement
• Conversational UI

Inspired — and perpetually evolving — from AWS reference architectures and experience design best-practices:

• Anticipation
• Consistency
• Omnipresence

And continuously validated against the AWS Well-Architected and NIST Cybersecurity frameworks.

Push-Button Deployment

Maintained in a library of CloudFormation templates and deployable on-demand — as individual modules or end-to-end.

Design Considerations

• Why not TerraForm? CloudFormation covers everything required in a universal format (YAML/JSON), so there is no compelling reason to take on the added costs and complexity of a 3^rd-party tool
• Why AWS? In a word…ecosystem. The breadth and quality of services, coupled with their integration, provide the most compelling business case. And after working with nearly all of AWS’s services over the past 10+ years — and applying their published best practices and reference architectures — AWS has earned my trust…and my business. I’ve also used GCP and Azure quite a bit, but have always ended up back on AWS due to performance or architectural reasons.

The Bigger Picture

This architecture also fills a key role in a more comprehensive cloud strategy:

So let’s dive in…

Laying the groundwork for world class AI-powered customer interfaces.

• Polly — Text-to-speech
• Pinpoint — Omnichannel messaging
• Personalize — Content and product personalization
• Rekognition — Identify objects in images and video
• Comprehend — Analyze written content
• Transcribe — Speech-to-text
• Textract — Extract information from visual documents
• Kinesis Firehose — Ingest high volumes of data
• Simple Storage Service (S3) — Primary data storage
• Step Functions — Orchestrate multiple processes
• Elasticsearch — Ingest and search large volumes of data
• Virtual Private Cloud (VPC) — Network-level isolation of resources and traffic (including Security Groups, NACLs, NAT, Route Tables, etc.)
• CloudWatch — Collect and store logs

In our modern information-rich economy, attention is the core commodity. And consumer attention is won with context. While context is created with personalized experiences.

Including:

• Sentiment analysis
• Image/video recognition
• Form processing and list management

Expansion Modules

With this solid foundation in place, we can easily enhance functionality using a number of different add-on modules:

• Agent
• Contact Center
• Inference

Let’s dive a little deeper into those modules…

This add-on module provides a chatbot that can be integrated with application.

• Lex — Natural language processing
• Alexa — (optional) Natural language processing within Alexa ecosystem
• Lambda — Core logic for bot
• DynamoDB — Cross-session persistence and conversation logging
• CloudWatch — Collect and store logs from Lambda

Direct integration with 3rd-party messaging platforms, e.g. Messenger, etc.

This add-on module enables a microservice for intelligent contact flows.

• Connect — Central management of customer contact routing
• Lex — Natural language processing
• Lambda — Serverless computation
• CloudWatch — Collect and store logs from Lambda

Voice-based customer service at web scale.

Add-on microservice providing custom decision automation.

• SageMaker — Machine learning workflow for custom inference
• Simple Storage Service (S3) — Training data for SageMaker model
• Key Management Service (KMS) — Cryptographic key management for encrypting data at-rest on S3
• CloudWatch — Collect and store logs

Custom machine learning models, for example:

• Product Recommendation
• Content Recommendation

Add-on microservice providing language translation automation.

• Translate — Content localization

Application and website content.