Introducing Contact Lens for Amazon Connect (Preview)

With Contact Lens for Amazon Connect, customer service supervisors can discover emerging themes and trends from customer conversations, conduct fast, full-text search on call and chat transcripts to troubleshoot customer issues, and improve customer service agents’ performance with call and chat-specific analytics – all from within the Amazon Connect console.

Coming mid-2020, Contact Lens for Amazon Connect will also provide the ability for supervisors to be alerted to issues during in-progress calls, giving them the ability to intervene earlier when a customer is having a poor experience. Seneca for Amazon Connect’s fully managed machine learning-powered analytics capabilities allow contact centers professionals and their non-technical staff to use the power of AI with just a few clicks – no coding or ML experience required. ” Click here for the press release.

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