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How Amazon Is Enhancing Customer Service with Tableau

In this presentation, attendees will see a demo on how Amazon D2 Customer Service has improved feedback mechanisms and analysis by leveraging Tableau along with the Write-Back extension.

, Senior Business Intelligence Engineer, Amazon.com Services LLC

, Data Engineer, Amazon.com Services LLC

, DE Manager, Amazon.com Services LLC

Role: Data Analyst

Industry: Technology

Topic: Tableau Cloud

Session Type: Breakout

Session Level: Intermediate

Session Track: Product & Industry

Tuesday, Apr 308:30 AM - 9:10 AM PDT

(3:30 PM - 4:10 PM GMT)
Breakout 01 -- Room 2

Session Summary by Einstein: The recent session showcased how Amazon's customer service for digital and devices improved its feedback mechanism by leveraging Tableau and a third-party extension called write-back. The integration of write-back with Tableau allowed data input directly from dashboards into backend databases, streamlining the performance management process for customer service associates (CSAs). This resulted in significant enhancements, such as a 1405 basis points improvement in a key quality metric, a 30-second reduction in average contact handle time, and a reduction in monthly contact volume by 70,000. Furthermore, the session detailed the technical setup, design considerations, and the future roadmap for write-back, emphasizing its compatibility with Redshift and seamless integration with Tableau.

Key Takeaways by Einstein:

• Write-back integration with Tableau transformed the performance management process, automating the evaluation of CSAs and leading to substantial operational efficiency gains.

• The technical discussion covered essential considerations for write-back's implementation, including database compatibility, integration with Tableau server, and compliance with Amazon's security policies.

• Future enhancements for write-back include event notifications, improved user experience, and the ability to submit and analyze data from different time zones, demonstrating a commitment to continuous improvement based on customer feedback.

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