Real-time ML analytics with Contact Lens for Amazon Connect
summary
Contact Lens for Amazon Connect applies real‑time ML to live calls, tagging conversations with semantic matching, exact and pattern matching rules and surfacing real-time alerts in the Amazon Connect metrics dashboard so supervisors see escalation requests or cancellation intent as they happen. It also redacts names, addresses and credit cards from transcripts and audio, exposes a real‑time API for alerts and transcript handoffs, supports multiple languages, and claims admin effort reductions up to 60% and cost savings up to 80%.
AI-written summary · about
chapters (10)
- 0:00Intro
- 2:06Amazon Connect is innovating quickly
- 3:03Key Contact Lens capabilities
- 4:57Automated call categorization
- 9:22Challenges in contact centers
- 11:14Real-time analytics capabilities
- 12:17Create rules to track customer experience issues in real time Define keywords
- 12:55View real-time alerts in Amazon Connect dashboard to identify calls that need attention Monitor real-time metrics dashboard to look for
- 14:59Contact Lens for Amazon Connect surfaces critical insights for our customers
- 15:32Get started with Contact Lens
related talks
16mAWS On Air ft. Contact Lens Call Summarization
39mPotencie su centro de contacto con la inteligencia artificial
29mDifferent Customer Experience with Amazon Connect
32mIncrease productivity and satisfaction with an intelligent contact center
29mAmazon Connect and the future of cloud contact centers
43mAgentic AI with Amazon Connect
21mIntroduction to Data-Driven Customer Engagement
46mReimagining clinical engagement using Amazon Connect