Intuit: Serving Millions of Global Customers with Amazon Connect

As a 35-year-old company with an international customer base, Intuit is widely known as the maker of Quick Books and Turbo Tax, among other software products. Its 50 million customers can access its global contact centers not just for password resets and feature explanations, but for detailed tax interpretation and advice. As you can imagine, this presents a challenge of scale.

Recently, Bill Schuller, Intuit’s Contact Center Domain Architect, met with AWS’s Simon Elisha to discuss how Intuit manages its customer contact centers with AWS Connect.

Using Amazon Connect, a self-service, cloud-based contact center service, Intuit has been able to provide a seamless call-in experience to Intuit customers from around the globe. When a customer calls in to Amazon Connect, Intuit is able to do a “data dip” through AWS Lambda out to the company’s CRM system (in this case, SalesForce) in order to get more information from the customer. At this point, Intuit can leverage other services like Amazon Lex for national language feedback and then get the customer to the right person who can help. When the call is over, instead of having that important recording of the call locked up in a proprietary system, the audio is moved into an S3 bucket, where Intuit can do some post-call processing. It can also be sent it out to third parties for analysis, or Intuit can use Amazon Transcribe or Amazon Comprehend to get a transcription or sentiment analysis to understand more about what happened during that particular call.

Watch the video below to understand the reasons why Intuit decided on this set of AWS services (hint: it has to do with the ability to experiment with speed and scale but without the cost overhead).

*Check out more This Is My Architecture video series.