Posted On: Jul 23, 2020

Contact Lens for Amazon Connect is a set of machine learning-based analytics capabilities for Amazon Connect. With Contact Lens, contact centers now have the ability to easily access call transcripts, understand customer sentiment and conversation characteristics (such as non-talk time and interruptions), identify customer issues/call drivers, and monitor compliance with company guidelines. Getting started with Contact Lens requires no technical expertise. In just a few clicks, Contact Lens can automatically begin analyzing your calls and help you get insights into the brand perception and customer satisfaction of your organization. 

With Contact Lens, you can quickly identify calls containing specific phrases by doing a keyword-based search. This enables users to quickly identify issues, such as delayed shipments or subscription cancellations. You can dive deep into individual contacts by reading through the turn-by-turn call transcript on the Contact Detail Page and avoid spending time listening to the entire call recording. Contact Lens is also introducing a new Issue Detection feature that highlights call drivers for the customer outreach so that you can focus on a particular section of the transcript. On the same Contact Detail Page, there are visual illustrations that include a customer sentiment trend-line and an audio waveform. These visualizations highlighting various conversation characteristics such as interruptions, loudness, sentiment, and non-talk time are also important indicators of any issues and offer a quick starting point for a further deep dive.  

Contact Lens can also automatically detect and redact sensitive information (such as name, address, credit card information, and social security number) from the call transcript and the audio recording. When recording and analyzing calls, businesses can protect sensitive customer information by controlling access to the redacted and unredacted data through user-defined permission groups. The new Rules page in Amazon Connect offers the ability to automatically categorize calls of interest based on specified keywords/phrases. For example, you can use this feature to track all calls where a customer mentioned any of your competitors. All Contact Lens outputs (such as the call transcript, sentiment scores, issues/call drivers, interruptions, talk speed, and contact category labels) are available in your Amazon Simple Storage Service (Amazon S3) bucket in the JSON format. 

With Contact Lens for Amazon Connect, you only pay for what you use based on the number of call minutes. There are no required up-front payments, long-term commitments or minimum monthly fees. Please visit the Contact Lens pricing page for more details.  

Contact Lens is available in the US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Tokyo), and Asia Pacific (Sydney) regions. Click here for the press release and here for the launch announcement video.