Amazon Web Services (AWS) recently introduced a new analytics solution for the contact centre. Contact Lens for Amazon Connect offers businesses a selection of industry-leading machine learning features that integrate into the Amazon Connect experience. Through this offering, contact centre leaders can better understand the compliance risks, sentiment, and trends of customer discussions. This allows for better agent training, and an increased chance of successful conversations.
Amazon designed Contact Lens to supplement the contact centre analytics available in most systems today. According to Amazon, there isn’t enough insights in typed-up reports into the actual conversations between customers and agents. Many businesses need insight into when and why agents are having their most effective conversations. However, audio data is often difficult to search and analyse. Because of this, recorded speech needs to be translated into text before it can be accessed fully.
The Benefits of Amazon Contact Lens
While historically, companies had to work with transcription providers and use expensive contracts to manage their data, innovations like Contact Lens are intended to make accessing information easier. Through machine learning, speech-to-text technology, and natural language processing, the AWS Contact Lens experience transcribes calls in the contact centre. The technology can transform calls into a searchable archive, surfacing valuable insights.
With Contact Lens for Amazon Connect, it’s easier for customer service supervisors to easily surface information about conversational trends and customer needs. Additionally, users can access chat-specific analytics, including silence detection and sentiment analysis that may assist with improving agent performance. Other benefits include:
- Alerts that let supervisors know when an agent is unable to help a frustrated customer. This could make it easier to resolve consumer problems fast
- Deeper insights with ML-powered analytics and an intuitive UI offering access to chat and call transcripts, agent sentiment and conversation details
- Pay-as-you go pricing with features of Amazon Connect available on the AWS free tier so you can try it without committing to a long-term purchase
Overall, Amazon Contact Lens for Amazon Connect is intended to help supervisors improve every interaction between an agent and their customers.
Adhering to the Age of Customer Experience
Now that customer experience is the most crucial consideration for any business, contact centre agents are under increased pressure to deliver meaningful moments for clients. The Contact Lens from Amazon will offer meaningful insights into what’s happening in the contact centre, with advanced data and reports. There’s even advanced search functionality built-in so that supervisors can find the information that is needed a lot faster. Call transcripts are available along with rich details like sentiment, talk speed, and more.
Automated contact categorisation in the Contact Lens simplifies the process of storing and managing information. Additionally, Amazon is working on “theme detection,” that will allow business leaders to discover emerging problems and trends in the customer service landscape. Businesses can start exploring the benefits of the Contact Lens for Amazon Connect today as part of the Amazon Free experience before they, optionally, upgrade to premium.
