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2020年12月1日—ContactLensforAmazonConnectprovidesasetofmachinelearning(ML)capabilitiesintegratedintoAmazonConnect.Thesecapabilities ...

Contact Lens for Amazon Connect[1] provides a set of machine learning (ML) capabilities integrated into Amazon Connect[2]. These capabilities enable businesses to analyze call recordings for customer sentiment, trends, and compliance of conversations. Contact center supervisors want real-time insights into customer experience issues while calls are in progress to provide proactive assistance to their agents. Historically, they have had to listen to a random subset of live calls in order to identify these issues. Contact Lens now supports real-time call analytics capabilities, enabling you to detect customer experience issues during live calls and resolve them faster. In this blog, we will discuss how Contact Lens for Amazon Connect works and how you can get started.

To enable Contact Lens[3] in your Amazon Connect contact center, follow these s...