AWS News

AWS's contact center service adds capabilities powered by machine learning that make it easier for businesses to identify customer issues and trends, search call transcripts, and improve agent performance

Amazon Web Services Inc. (AWS), an Amazon.com company (NASDAQ: AMZN), announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that gives contact centers the ability to understand the sentiment, trends, and compliance of customer conversations to improve their experience and identify crucial feedback. Amazon Connect is a fully managed, easy-to-use cloud contact center service that helps companies of any size deliver superior customer service at lower cost-based on the same technology that powers Amazon's award-winning customer service. Companies like John Hancock, Capital One, Intuit, GE Appliances, Square, Fujitsu, Mutual of Omaha, and Dow Jones use Amazon Connect to run their contact centers at lower cost, while easily scaling to thousands of agents. With Contact Lens, contact center supervisors can discover emerging themes and trends from customer conversations, conduct fast, full-text search on call transcripts to troubleshoot customer issues, and improve contact center agents' performance with call analytics-all from within the Amazon Connect console. Coming late-2020, Contact Lens 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. Contact Lens requires no technical expertise, and getting started takes just a few clicks in Amazon Connect.

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