Amazon Connect Contact Lens now automatically categorizes your contacts using generative AI

Amazon Connect Contact Lens now provides you with the ability to automatically categorize your contacts using generative AI, making it easy to identify top drivers, customer experience, and agent behavior for your contacts. You can provide criteria to categorize contacts in natural language (e.g., did the customer try to make a payment on their balance?). Contact Lens then automatically labels contacts that meet the match criteria, and provides relevant points from the conversation. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps supervisors 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 the English language and is available in two AWS regions including US East (N. Virginia) and US West (Oregon). 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.