Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in 5 new regions

Amazon Connect Contact Lens generative AI-powered post contact summarization is now available in Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore) AWS regions, which summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). Agents can access post-contact summaries within seconds after a customer contact call complete to quickly complete their after contact work. This also helps supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.

With this launch, Contact Lens generative AI-powered post contact summarization is available in 7 AWS regions, including the 5 new regions and the existing US East (N. Virginia), US West (Oregon) regions. To learn more, please visit our documentation and our webpage. This feature is included with Contact Lens conversational analytics at no additional charge. For information about Contact Lens pricing, please visit our pricing page.