Contact Lens for Amazon Connect, a feature of Amazon Connect, helps you follow the sentiment and trends of customer conversations in real time to identify crucial company and product feedback. You can also track the agent 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. Using real-time analytics powered by machine learning (ML), you can also get alerted to issues during live customer calls and deliver coaching to agents while calls are in progress, improving customer satisfaction.
Uncover trends and improve customer service
Easily understand sentiment, conversation characteristics, and agent compliance risks in call transcripts using natural language processing (NLP) and ML-powered speech-to-text-analytics to discover customer insights and identify agent coaching opportunities. Set real-time alerts to flag customer issues for detailed analysis in the analytics dashboard, or use data streams to build dashboards with near real-time analytics that includes sentence-by-sentence transcripts, sentiment analysis, and categories from customer conversations.
Empower your agents to offer exceptional service
Save your agents valuable time on every call by automatically recording and transcribing key parts of customer interactions without the need to take detailed notes. Managers can view call summaries alongside the call recording and contact details in Amazon Connect to quickly understand the context of an interaction, help with follow-up items such as issuing refunds, and provide precise feedback to agents.
Automate and enhance security and operations
Automatically detect and redact sensitive customer data such as name, address, and social security number from call recordings and transcripts. Improve agent compliance with company policies or regulatory requirements by tracking all customer conversations with categories that are understood by an ML-powered categorization engine and based on criteria you determine—for example, words or phrases used in standard greetings and sign-offs.
Get access to Contact Lens analytics on a near real-time basis using contact streams. These streams provide sentence-by-sentence transcripts, sentiment analysis, and categories for ongoing agent-customer conversations with low latency. Supervisors can now join these conversations to assist agents troubleshoot and solve complex customer issues on a live call.
|Automated call categorization||Track all customer conversations for compliance with company policies or regulatory requirements. Define and manage categories based on your specific criteria (for example, words, phrases, conversation characteristics like sentiment, interruptions, and non-talk time) directly within Amazon Connect—using an ML-powered categorization engine that is trained to understand spoken phrases, their intent, and context.|
|Advanced conversational search||Conduct full-text search while on calls. Search by keywords, sentiment score, categories, “non-talk” time, and specific customers and agents to identify relevant calls. This helps you understand customer trends and insights and how to improve customer satisfaction.|
|Call summarization||Using ML, call summarization automatically identifies key parts of the customer conversation, assigns tags (for example, issue, outcome, or action item), and displays a summary that can be expanded to view the full transcript of the call.|
|Analytics dashboard||View all call analytics in the Contact Detail page, including call transcripts, sentiment, and conversation characteristics to detect issues and customer trends.|
|Real-time alerts||Easily create rules to flag any customer experience issue in real time, with categories based on keywords, sentiment, and phrase matching. This automatically alerts your supervisors in real time when they need to assist an agent on live calls so they can provide guidance via chat or have the agent transfer the call.|
|Sentiment analysis||ML-powered natural language processing (NLP) captures and analyzes the sentiment of words being spoken by the customer, generating a score between -5 (most negative) to +5 (most positive). You can then use the Contact Search page to search calls based on these scores to identify customer experience issues.|
|Sensitive data redaction||Automatically redact sensitive data such as names, addresses, credit card details, and social security numbers. Data redaction removes sensitive information from both the call transcript and audio recording.|
|Real-time data streams||Access real-time analytics using data streams to provide sentence-by-sentence transcripts, sentiment analysis, and categories for ongoing customer conversations with low latency.|
Kun Qian and Magdalena Nedelcu, August 6, 2021
Q: How can I learn more about Amazon Connect?
For more information, see Amazon Connect.
Q: How much does Contact Lens for Amazon Connect cost?
For pricing information, see Amazon Connect Pricing.
Q: How do I get started?
To get started with Contact Lens for Amazon Connect, see Enable Contact Lens for Amazon Connect. The documentation provides instructions for 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, and interruptions), 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 analytics teams can also use this data to create custom machine learning (ML) models with Amazon SageMaker.
Q: How does Contact Lens for Amazon Connect relate to Amazon Transcribe and Amazon Comprehend?
Contact Lens is an out of the box feature for Amazon Connect that leverages Amazon Transcribe to generate call transcripts and Amazon Comprehend to apply natural language processing (NLP) on these transcripts, with no coding required. 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?
To view a list of languages Contact Lens for Amazon Connect currently supports for post-call analytics, post-call redaction, real-time analytics, and real-time redaction, see Languages supported by Amazon Connect. We will continue to add support for more languages.
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 ML, 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 through either the Amazon Connect user interface or a synchronous real-time API that allows you to build customized solutions for use cases like agent transfers.
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 ML and artificial intelligence (AI) services on AWS. You may 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 by using an AWS Organizations opt-out policy. For information about how to opt out, see Managing AI services opt-out policy.
We support post-call analytics in US West (Oregon), US East (N. Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Seoul), Asia Pacific (Tokyo), and Asia Pacific (Sydney) regions. We support real-time analytics in US West (Oregon), US East (N. Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Seoul), Asia Pacific (Tokyo), and Asia Pacific (Sydney) regions.