Amazon Web Services introduced Contact Lens. The Contact lens is a part of Amazon connect. This contact lens is a set of machine learning (ML capabilities integrated into Amazon connect. The ML capabilities can transfer and analyze customer calls to contact centers.
Today most of the contact centers’ analytics are based on grades such as call duration and customer relationship management (CRM). Certain most important insights are missing for the centers. Those are the insights about the conversation between customers and agents, about their effective communication, trends, compliance, etc.
Contact Lens helps the center supervisors to understand the customer sentiment trends and compliance issues that raises during customer calls. It enables users to search about the calls based on a specific area such as customers returning an item, customer sentiments such as negative customer sentiment call, conversation characteristics such as long pauses, agents talking over with each other.
From the above search results, a supervisor gains insight into the call characteristics. The Contact lens can understand and find new issues such as calls about an item mislabelled on a store’s website with the help of natural language processing.
The new AWS service uses Machine Language (ML) and Natural Language Processing (NLP), which can automatically identify information such as name, address from the call recording, and transcribes scripts. The Contact lens helps the supervision to understand the upcoming trends through the conversations. Machine Learning tools that are used for Contact Lens for Amazon Connect are trained to understand the difference of contact center conversations in different languages. Using the Contact Lens, it makes the supervisor understand the issues faced by the customer quickly. With contact lens, the supervisor can conduct sentimental analysis, and silence detection to understand customer issues and to improve the performance of the customer service agents.
Contact Lens for Amazon Connect allows the supervisor to be vigilant about the issues such as incapability of an agent to help the customer, providing the help beforehand to the customer when having a poor customer experience. There are no such tags such as technical knowledge to get started with the service. It requires only a few clicks in Amazon Connect.
