Analyze conversations using Contact Lens for Amazon Connect | 合法醫療器材資訊網

ContactLensforAmazonConnectenablesyoutoanalyzeconversationsbetweencustomerandagents,byusingspeechtranscription,naturallanguage ...

With Amazon Connect Contact Lens, you can analyze conversations between customers and agents by using speech and chat transcriptions, natural language processing, and intelligent search capabilities. Amazon Connect Contact Lens performs sentiment analysis, detects issues, and enables you to automatically categorize contacts.

Real-time call analytics: Use to detect and resolve customer issues more proactively while the call is progress. For example, it can analyze and alert[1] you when a customer is getting frustrated because the agent is unable to resolve a complicated problem. This allows you to provide more immediate assistance.

Post-call analytics: Use to understand trends of customer conversations and agent compliance. This helps you identif...