Earlier this week, Amazon announced a new feature for Amazon Connect at the re:Invent conference. Called Contact Lens for Amazon Connect, it offers powerful analytics about contact centers powered by machine learning. It’s currently available in preview and you can sign up on this page for access to that, as it’s possible to get white-listed for testing.
Why is Contact Lens important?
According to Amazon, most contact center analytics are based on phone switch activity or notes typed into CRM systems by agents. It’s great to have something rather than nothing, but this information is often missing insight into the actual conversations that took place. Were the conversations effective at resolving customer problems? Are there any trends in customer sentiment? Are agents acting in compliance with regulatory requirements?
Contact Lens aims to solve these problems by using AWS machine learning natural language processing (NLP) and speech-to-text. In doing do, Contact Lens transcribes customer calls to create a searchable archive of conversations from which valuable customer insights can be surfaced.
Let’s walk through some of the key features:
- Advanced search: You can search by keywords, sentiment scores, “non-talk” time, and more, enabling you to analyze good and bad customer experiences and improve them (if necessary).
- Detailed analytics and sentiment analysis: Be up and running in a few minutes. You can analyze call or chat transcripts, customer or agent sentiments, no coding required.
- Automated contact categorization: Define and manage categories based on criteria you specify.
- Open and flexible data: The Contact Lens output files contains call and chat transcripts along with rich metadata such as sentiment, categorization labels, talk speed, and interruptions. You can take this date and leverage it in existing systems.
- Theme detection (coming soon): Theme detection can help you discover issues that were previously unknown and understand the customer service implications behind them.
- Supervisor assist (coming soon): Details to come!
We’re looking forward to hearing more about Contact Lens as the weeks go by. For more information on AWS re:Invent, which runs until Dec 6th, check out the website. You can also read our event recap here.
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