Essential insights at your fingertips
Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enables you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With analytics that provide a complete view of your customer conversations for both voice and chat, you can automatically transcribe customer calls, analyze customer sentiment, discover top contact drivers, redact sensitive data, and more, all natively within Amazon Connect. Generative AI capabilities automatically create post-contact summaries, freeing up time for agents to assist more customers by eliminating manual note-taking, and facilitating supervisors in understanding customer conversations to ensure the completion of committed follow-up actions. Contact Lens enables agent performance evaluations against defined quality standards, aided by conversational analytics and screen recording capabilities. Supervisors can perform evaluations assisted by generative AI recommendations, or automatically complete evaluations for 100% of agents’ customer interactions, and get aggregated agent performance to identify coaching opportunities.
Uncover trends and insights from every conversation
Contact Lens uses natural language processing (NLP) and conversational analytics to understand sentiment, conversation characteristics, themes, and agent compliance risks during customer calls and chats. Supervisors can use conversational analytics to verify that standard greetings and sign-offs are used, help train agents, and replicate successful interactions. Set real-time alerts to flag agent coaching opportunities and discover customer insights with detailed analysis in the analytics dashboard. Use real-time data streams to build customized dashboards that include sentence-by-sentence transcripts, sentiment analysis, and categories from customer conversations.
Automatically summarize conversations in seconds with generative AI
Save valuable time with generative AI-powered post-contact summaries that provide essential information from customer conversations in a structured and easy to read format. Agents can use summaries that are generated within seconds after a call ends, significantly reducing After Contact Work (ACW). Additionally, supervisors can review a synthesized, context-rich summary of customer interactions to quickly understand issues and provide feedback to agents, without having to read through transcripts or monitor calls.
Enhance contact center security and compliance
Detect and redact sensitive customer data such as credit card details, addresses, and social security numbers from audio recordings and transcripts. You can also improve agent compliance with company policies or regulatory requirements by tracking all customer conversations for script adherence using categorization-based on criteria you determine. For example, you can track words or phrases used in required disclaimers, greetings and sign-offs.
