Contact Lens for Amazon Connect

Real-time contact center analytics powered by machine learning

Contact Lens for Amazon Connect, a feature of Amazon Connect, enables you to better understand the sentiment and trends of customer conversations to identify crucial company and product feedback. You can also track the compliance of customer conversations in your contact center to ensure standard greetings and sign-offs are used, help train agents, and replicate successful interactions. Supervisors can conduct fast full-text search on all transcripts to quickly troubleshoot customer issues. In addition, with real-time capabilities, you can get alerted to issues during live customer calls and can deliver proactive assistance to agents while calls are in progress, improving customer satisfaction.

Detailed analytics and sentiment analysis

With a few clicks, you can use machine learning to perform natural language processing (NLP) and speech-to-text analytics to discover customer insights. Through the Contact Lens dashboard, you can analyze call transcripts, sentiment, and conversation characteristics to detect issues and customer trends. For example, supervisors can quickly discover a price discrepancy between a website and an email promotion or can see how often a customer asks the agent to repeat themselves. This helps identify coaching opportunities.

Detailed analytics and sentiment analysis

Conduct fast, full-text search while on calls. Search by keywords, customer and agent sentiment scores, and “non-talk” time, to identify relevant calls. This helps you understand customer insights and how to improve customer satisfaction. For example, you can identify which utterances are common in calls that end with positive or negative customer sentiment to provide better coaching to agents.

2 CL_ContactSearch_Words
Advanced conversational search

Conduct fast, full-text search while on calls. Search by keywords, customer and agent sentiment scores, and “non-talk” time, to identify relevant calls. This helps you understand customer insights and how to improve customer satisfaction. For example, you can identify which utterances are common in calls that end with positive or negative customer sentiment to provide better coaching to agents.

Real-time alerts

You can create rules to flag any customer experience issues, with categories based on keyword and phrase matching. For example, you can set an alert for anytime a customer says “not happy,” or “cancel my subscription." This allows supervisors to identify when to assist an agent on live calls so they can provide guidance via chat or have the agent transfer the call.

Real-time alerts

Real-time alerts

You can create rules to flag any customer experience issues, with categories based on keyword and phrase matching. For example, you can set an alert for anytime a customer says “not happy,” or “cancel my subscription." This allows supervisors to identify when to assist an agent on live calls so they can provide guidance via chat or have the agent transfer the call.

3-CL_RealTimeAlerts_V3_3(1)
Real-time call transcripts

Real-time call transcripts

When a call is transferred, the previous agent can pass the real-time transcript from the call along with conversation details (like sentiment) to the next agent, so customers don’t have to repeat themselves or wait on hold while the agent gets up to speed.

Real-time call transcripts

When a call is transferred, the previous agent can pass the real-time transcript from the call along with conversation details (like sentiment) to the next agent, so customers don’t have to repeat themselves or wait on hold while the agent gets up to speed.

4. Realtimetranscript

Sensitive customer data redaction

Contact Lens automatically detects and redacts sensitive data such as name, address, and social security number from call recordings and transcripts. In addition, businesses can protect sensitive customer information by controlling access to the redacted and non-redacted data through user-defined permission groups.

Sensitive customer data redaction

Sensitive customer data redaction

Contact Lens automatically detects and redacts sensitive data such as name, address, and social security number from call recordings and transcripts. In addition, businesses can protect sensitive customer information by controlling access to the redacted and non-redacted data through user-defined permission groups.

5 Redaction
Automated contact categorization

Automated contact categorization

Track all customer conversations for compliance with company policies or regulatory requirements. Define and manage categories based on your specified criteria (e.g. words or phrases) directly within Amazon Connect, using an ML-powered categorization engine that is trained to understand spoken phrases, their intent, and context. For example, you can use these category labels to create scorecards that show what percentage of agents adhered to your company’s standard greetings and sign-offs.

Automated contact categorization

Track all customer conversations for compliance with company policies or regulatory requirements. Define and manage categories based on your specified criteria (e.g. words or phrases) directly within Amazon Connect, using an ML-powered categorization engine that is trained to understand spoken phrases, their intent, and context. For example, you can use these category labels to create scorecards that show what percentage of agents adhered to your company’s standard greetings and sign-offs.

6(1). Automated contact categorization
Perspecta

Perspecta brings a diverse set of capabilities to our U.S. government customers in defense, intelligence, civilian, health care, and state and local markets.

“From mission services to digital transformation to enterprise operations, everything we do supports one imperative: solving some of the country’s most complex challenges. The Amazon Connect contact center solution provides a robust backbone that supports our customers’ missions. We use Contact Lens for Amazon Connect to analyze post-call metrics, sentiment, and trends to understand our customer better and provide superior, proactive service. We're excited for Contact Lens for Amazon Connect's new real-time capabilities, which will allow us to detect customer experience issues during live calls so supervisors can jump in to provide immediate support, and improve the first call resolution rate by 25%, while reducing overall volume and costs by 5%.”

Mike Kirkland, Senior Vice President of Offerings - Perspecta

Blog posts and articles

Pricing

With Contact Lens for Amazon Connect, you only pay for what you use. You are charged based on the number of call minutes analyzed on a monthly basis.

As part of the AWS Free Tier, you can get started with Amazon Connect for free for twelve months. Contact Lens for Amazon Connect offers a free tier at 90 minutes for audio calls per month, the same as Amazon Connect free tier usage.

Pricing Table

For voice usage

Monthly Volume Price Per Unit
First 5 million minutes $0.015
5 million+ minutes $0.0125
Example one
Let’s assume you analyzed customer calls in your contact center using Contact Lens for Amazon Connect. You analyzed 7 million minutes, and you are in the second year of your use of the service.

Total charge calculation:
Total monthly call minutes analyzed = 7 million

Total cost = [Call volume in Tier 1] * $0.015 + [Call volume in Tier 2] * $0.0125

Total cost = [5 million minutes * $0.015] + [(7 million – 5 million) minutes * $0.0125] = [$75,000] + [$25,000] = $100,000

Example two
Let’s assume you analyzed customer calls in your contact center using Contact Lens for Amazon Connect. You analyzed 100,000 minutes, and you are in the second year of your use of the service.

Total charge calculation:
Total monthly call minutes analyzed = 100,000

Total cost = [Call volume in Tier 1] * $0.015 + [Call volume in Tier 2] * $0.0125

Total cost = [100,000 * $0.015] + [0 minutes * $0.0125] = [$150,000] + [$0] = $1,500

FAQs

Q: How can I learn more about Amazon Connect?

To learn more about Amazon Connect, click here.

Q: How do I get started?

To get started with Contact Lens for Amazon Connect, visit our documentation. The documentation provides instructions on how to turn on Contact Lens within your Amazon Connect instance.

Q: How do I access data in Contact Lens for Amazon Connect for use outside of Amazon Connect?

The metadata generated by Contact Lens for Amazon Connect (including call transcript, sentiment analysis, non-talk time, categorization labels, talk speed, interruptions, etc.), along with the call recordings for each contact, will be accessible in your Amazon Simple Storage Service (Amazon S3) bucket. This data will be linked to Contact Trace Records (CTR) and can be used in BI tools, like Amazon QuickSight and Tableau. You can create custom visualizations that fuse the CTR data with data from other systems (such as CRM). Finally, your data science teams can also use this data to create custom machine learning models with Amazon SageMaker.

Q: How does Contact Lens for Amazon Connect relate to Amazon Transcribe and Amazon Comprehend?

Contact Lens for Amazon Connect uses Amazon Transcribe to generate call transcripts. Contact Lens for Amazon Connect uses Amazon Comprehend to apply natural language processing on these transcripts. This approach enables organizations to evaluate their customer experience using Contact Lens for Amazon Connect, without requiring expertise in Amazon Transcribe or Amazon Comprehend.

Q: What languages does Contact Lens for Amazon Connect support?

Currently, Contact Lens for Amazon Connect supports the languages in the following table. We will continue to add support for more languages.

Languages Support for post-call analytics? Support for post-call sensitive data redaction? Support for real-time analytics? Support for real-time sensitive data redaction?
English (United States) Yes Yes Yes Yes
English (Great Britain) Yes Yes Yes Yes
English (Australia) Yes Yes Yes Yes
English (India) Yes Yes - -
English (Ireland) Yes Yes - -
English (Scotland) Yes Yes    
English (Wales) Yes Yes    
Spanish (United States) Yes - Yes -
French (Canada) Yes - - -
French (France) Yes - - -
Spanish (Spain) Yes - - -
Portuguese (Portugal) Yes - - -
Portuguese (Brazil) Yes - - -
German (Germany) Yes - - -
German (Switzerland) Yes - - -
Italian (Italy) Yes - - -
Arabic (Gulf) Yes - - -
Hindi (India) Yes - - -

Q: Does Contact Lens for Amazon Connect support sensitive data redaction?

Yes, you can enable redaction to protect sensitive information (such as name, credit card information, and social security number) and provide permissions-based access to the unredacted transcript and call recording, for both transcripts and call recordings.

Q. What should I know before using sensitive data redaction?

The redaction feature is designed to identify and remove sensitive data. However, due to the predictive nature of machine learning, it may not identify and remove all instances of sensitive data in a transcript generated by Contact Lens for Amazon Connect. We recommend reviewing the results for accuracy after enabling sensitive data redaction to ensure they meet your needs.

Q. Can sensitive data redaction be used for healthcare data or protected health information?

The redaction feature is not intended to be used to de-identify healthcare data or to remove references to protected health information.

Q. Can I access the real-time capabilities of Contact Lens for Amazon Connect through an API?

Yes. The real-time capabilities of Contact Lens are available either through the Amazon Connect UI, or through a synchronous real-time API that allows you to build customized solutions for use cases like agent transfers and call summarization.

Q. Is the content processed by Contact Lens for Amazon Connect moved outside the AWS Region where I am using Contact Lens for Amazon Connect?

Any content processed by Contact Lens for Amazon Connect is encrypted and stored at rest in the AWS Region where you are using Contact Lens for Amazon Connect. Unless you opt out as provided below, some portion of content processed by Contact Lens for Amazon Connect may be stored in another AWS Region solely in connection with the continuous improvement and development of your Contact Lens for Amazon Connect experience and other Amazon machine-learning/artificial-intelligence technologies. You can request deletion of content associated with your account by contacting AWS Support. Your trust, privacy, and the security of your content are our highest priority and we implement appropriate and sophisticated technical and physical controls, including encryption at rest and in transit, designed to prevent unauthorized access to, or disclosure of, your content and ensure that our use complies with our commitments to you. See https://aws.amazon.com/compliance/data-privacy-faq/ for more information. Your content will not be stored in another AWS Region if you opt out of having your content used to improve and develop the quality of Contact Lens for Amazon Connect and other Amazon machine-learning/artificial-intelligence technologies. For information about how to opt out, contact AWS Support.

Regions available:
We support post-call analytics in US West (Oregon), US East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Tokyo), and Asia Pacific (Sydney) regions. We support real-time analytics, categorization with semantic matching and pattern matching, and expanded language support in US West (Oregon), US East (N. Virginia), and Asia Pacific (Sydney) regions.

Learn more about Amazon Connect
Learn more about Amazon Connect

Visit the product overview page.

Learn more 
Sign up for an AWS account
Sign up for a free account

Instantly get access to the AWS Free Tier. 

Sign up 
Start building on the console
Start building on the console

Get started building with Contact Lens for Amazon Connect in the AWS Management Console.