Posted On: Nov 30, 2021

Today, Contact Lens for Amazon Connect announced a new machine learning (ML) capability called call summarization that helps businesses improve the productivity of contact center agents and managers, so they can focus on providing excellent customer experiences.

Contact center agents typically spend several minutes after each call summarizing notes, and managers spend a significant amount of time listening to call recordings or reading transcripts when they are investigating customer issues. With call summarization, Contact Lens identifies key parts of the customer conversation, assigns a label (e.g. issue, outcome, or action item), and displays a summary that can be expanded to view the full transcript of the call. Call summarization lets agents consistently and accurately capture key parts of the customer interaction, and revisit the summary when following up with a customer to resolve an issue. Managers can view the call summary alongside the call recording and contact details in Amazon Connect to quickly understand the context of an interaction, so they don’t have to spend time reading the whole transcript.

Call summarization is available in all the Contact Lens supported regions, which includes US West (Oregon), US East (Northern Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Tokyo), Asia Pacific (Seoul), and Asia Pacific (Sydney) AWS Region. With Contact Lens, you only pay for what you use based on the number of minutes used. There are no required up-front payments, long-term commitments, or minimum monthly fees. Call summarization has no additional charge and works straight out-of-the the-box, without the need for any technical expertise. Please visit our blog or documentation to learn more about using Contact Lens’ call summarization capability.