Introducing Seneca for Amazon Connect

With Seneca 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, Seneca 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.  

Leave a Reply

Your email address will not be published. Required fields are marked *