Posted On: Nov 28, 2023

Amazon Connect Contact Lens now provides real-time conversational analytics for Amazon Connect Chat, extending the machine learning-powered post-contact analytics (e.g., sentiment analysis, automated contact categorization, etc.) to real-time contact scenarios. These capabilities enable contact center managers to detect customer issues during in-progress chat contacts, and help them resolve customer issues faster. For example, managers can now get a real-time email alert when customer sentiment for a chat contact turns negative, allowing them to join the in-progress contact and help resolve the customer issue.

Real-time conversational analytics for chat is supported in all the AWS Regions where real-time conversational analytics for voice is already available. To learn more, please see our help documentation and visit our webpage. For information about Contact Lens pricing, please visit our pricing page.