Amazon contact center adds new capabilities powered by machine learning
Amazon has announced the general availability of Contact Lens, a set of capabilities for Amazon Connect. Amazon Connect is a fully managed cloud contact center service that helps companies deliver enhanced customer service at a lower cost.
The new solution is enabled by machine learning that allows the contact center to transcribe calls. Contact Lens automatically indexes call transcripts so they can be searched from the Amazon Connect console.
Moreover, it becomes easier for supervisors to search for voice interactions based on call content customer sentiment and conversation characteristics.
Contact Lens also leverages natural language processing to help supervisors uncover new issues on the contact detail page. This way, they can visually identify words and phrases in call transcripts that indicate reasons for customer outreach.
We’ve reported that Amazon has introduced a smart shopping cart that automatically tracks the items customers put there during shopping.