Amazon Connect Contact Lens now offers AI-powered contact categorization in five new regions

Amazon Connect Contact Lens now provides generative AI-powered contact categorization in five additional regions, making it easy to identify top drivers, customer experience, and agent behavior for your contacts. With this launch, you can use natural language instructions to define a criteria to automatically categorize customer contacts (e.g., “show me calls where customers attempted payment”). Contact Lens automatically labels interactions matching your criteria and extracts relevant conversation points. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps managers easily categorize contacts for scenarios such as identifying customer interest in specific products, assessing customer satisfaction, monitoring whether agents exhibited professional behavior on calls, and more.

This feature is supported in English language and is available in five additional AWS regions including Europe (London), Asia Pacific (Tokyo), Asia Pacific (Singapore), Asia Pacific (Sydney) and Canada (Central). To learn more, please visit our documentation and our webpage. This feature is included within Contact Lens conversational analytics price at no additional cost. For information about Contact Lens pricing, please visit our pricing page.