Transforming customer service with data, AI, and Amazon Connect (AIM118)

Digital Transformation of Customer Service and Operations

Vision and Objectives

  • FPL's vision is to create the best customer and employee experiences that can withstand the test of time
  • This involves providing omni-channel, contextual experiences where customers feel they are interacting with an intelligent and smart brand
  • The goal is to maintain or improve current operational metrics while transforming the customer and employee experiences

Execution Approach

  • Structured with journey owners, channel-specific product owners, and work stream leads to ensure alignment between customer journeys, value streams, and execution
  • Strong emphasis on designing customer and data journeys to inform prioritization and technology decisions

Technology Strategy

  • Moved from on-premise, best-of-breed applications to cloud-based, integrated platforms
    • Enables unified data model, reduced technical debt, and scalable compute
  • Prioritized platforms over custom-built solutions, with willingness to compromise on some functionality for long-term benefits
  • Adopted a "build once, deploy multiple times" API strategy for reuse and composability

AI and Analytics

  • Hybrid AI approach using both conversational AI and generative AI to enable natural language interactions and contextual experiences
  • Leveraging AI not just for customer experiences, but also for internal efficiencies in the delivery lifecycle (e.g. design, testing)
  • Shift from post-event analytics to real-time, contextual insights to influence customer interactions in the moment

Data Strategy

  • Prioritized data journeys alongside customer journeys to ensure the right data is captured and available for predictive models and omni-channel experiences
  • Invested in specialized, low-latency data stores and APIs to enable just-in-time data availability across channels

Change Management

  • Secured strong executive sponsorship and involvement to drive organizational change
  • Partnered with change management firms to assess cultural readiness and focus on key areas
  • Balanced fighting critical battles with strategic retreats, recognizing that not every battle can be won upfront in a large-scale transformation

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