Posted On: Mar 25, 2024

Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries, which summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). This helps supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.

Generative AI powered post-contact summaries are available in the US West (Oregon), and US East (Northern Virginia) regions. To learn more, please visit our documentation and our webpage. This feature is included with Contact Lens conversational analytics at no additional charge. For information about Contact Lens pricing, please visit our pricing page.