Machine learning-based customer insights with Contact Lens for Amazon Connect

Today, Amazon Web Services (AWS) announced the general availability of Contact Lens, machine learning powered contact center analytics for Amazon Connect. Amazon Connect is an easy-to-use cloud contact center that helps companies of any size deliver superior customer service at lower cost. With Contact Lens, supervisors and quality assurance managers can easily understand the sentiment, trends, and compliance risks of customer conversations within their contact centers. These insights allow companies to effectively train agents, replicate successful interactions, and identify important customer feedback. With millions of hours of call recordings, contact centers hold valuable insights into the brand perception and customer satisfaction of a company.