Run Real-Time Contact Center Analytics on Amazon Connect

BY:

Apr 28, 2021

Amazon Connect Contact Lens lets your call center apply machine learning and natural language processing for speech-to-text analysis and real-time insights

Key Takeaways:

  • Amazon Connect Contact Lens uses ML to execute NLP for speech-to-text analysis
  • This new Amazon Connect feature offers real-time capabilities
  • Amazon Connect Contact Lens is an out-of-the-box solution
  • Get sentiment scores and detailed analytics directly from calls
  • Get real-time transcripts and alerts
  • Easy to configure, invaluable information

Customers today expect the finest in customer service. That means companies must offer a timely, targeted, personalized experience with every contact. To meet these demands, organizations rely on data analytics that aren’t only advanced, but available in real-time throughout their call centers. 

With Amazon Connect Contact Lens, a feature of Amazon Connect, you can use machine learning (ML) to execute natural language processing (NLP) and speech-to-text analysis during live calls to glean valuable customer insights. Amazon Connect Contact Lens also gives you the ability to record and address agent compliance to standard greetings and sign-offs, enhance agent training, and replicate the best customer interactions. 

Real-time capabilities mean supervisors are alerted to any issues during live customer calls, and they can lend assistance to agents while the customer is still on the line to improve customer satisfaction and enable speedy resolution. 

Call centers offer valuable insights you might not be getting

You likely have millions of hours of recorded calls. In order to examine them with additional machine analysis, these calls must be converted to text, which is what Amazon Connect Contact Lens allows. These new analytics can be used to gain an enriched understanding of agent effectiveness, conversation trends, and compliance with both regulatory requirements and internal company guidelines. 

When it comes to analytics, Amazon Connect Contact Lens provides an out-of-the-box solution that automatically transcribes conversations, censors out sensitive personal information, allows search, and draws out agent and customer sentiment. 

Amazon Connect Contact Lens also uncovers customer issues, call interruptions, and non-talking time. Using your specified criteria, it can even categorize customer conversations. All of these ML-based insights are accessed with a few clicks and no need for any coding. 

Sentiment analysis along with detailed analytics 

Sentiment analysis is essential to delivering a superior customer service experience as well as encourage brand loyalty. It’s all about delivering an empathic experience by giving agents the data they need to go the extra mile. Satisfied customers will remain and likely re-purchase. Customers who have a negative experience will not, but the recordings of their interactions can help your organization understand where improvements are needed. 

This analysis assigns a “sentiment score” based on language and voice inflection. This score quantifies attitudes, opinions, and emotions centered on your overall business, a product, a service, or a particular topic. 

The Contact Lens dashboard lets you analyze call transcripts to unearth issues, gain insight into customer trends, and monitor compliance, all of which provide insight into agent coaching opportunities.

Fast, full-text search in real-time

To better understand and identify how to improve customer satisfaction in real-time, you can use Amazon Connect Contact Lens to search using keywords, sentiment scores for customers and agents, and non-talk time. You’ll be able to identify which words and phrases are common in calls that engender positive or negative customer sentiment to give agents the coaching they need to provide a market-leading customer service experience. 

Real-time alerts and transcripts

Supervisors can easily identify when agents need assistance on live calls to provide guidance over chat or, if necessary, transfer the call. Alerts can be set up to trigger when a client says, “unhappy,” or “cancel my order,” or whichever rules best suit your business.

Contact Lens means that agents and supervisors no longer fly partially blind when they are transferred a call because these calls are accompanied by a real-time transcript. This means customers do not have to wait on hold or repeat the same information they already gave to the previous agent. 

Sensitive Customer Information is protected

Using automatic detection, Amazon Connect Contact Lens removes sensitive customer data — including name, address, and social security number — from all call transcripts and recordings. Your organization can also protect other sensitive customer information by setting up user-defined permissions to control data access.

Categorize your contacts automatically

By defining categories, customer conversations can be tracked for compliance with internal policies as well as any regulatory requirements directly within Amazon Connect by using an ML-powered engine that not only understands spoken phrases but their intent and context as well. 

Category labels can be used to score agents on adherence to things like standard greetings and sign-offs. 

It’s easy to enable Amazon Connect Contact Lens 

Invaluable information at your fingertips that’s easy to set up — you can enable Amazon Connect Contact Lens by adding a set recording and analytics behavior block to a content flow and then configuring it for Contact Lens. 

First, under call recording, choose “On, Agent and Customer.” This is important because both agent and customer call recordings are needed to use Contact Lens.

Next, choose “Contact Lens for speech analytics.” To use this, Amazon Connect Contact Lens has to be enabled for your instance. If it is not, see update instance settings

Then, choose one:

  • Post-call analytics, which provides the best transcription accuracy because Contact Lens analyzes the call recording after the conversation and after-call work has been completed.
  • Real-time analytics should be set up with alerts based on keywords and phrases used by the customer during the call. Amazon Connect Contact Lens then analyzes the conversation in real-time to identify your specified keywords or phrases. Supervisors are alerted and can listen in to provide coaching to the agent for speedier issue resolution.  

If your instance was created before October 2018, you’ll need to perform additional configuration to access real-time analytics. 

You can choose different languages and dynamically enable Contact Lens using contact attributes

After you’ve performed the above, click Save.

If the contact will be transferred to another agent or queue, repeat the above steps to add another Set recording and analytics behavior block and be sure Contact Lens for speech analytics is enabled. To use Contact Lens to collect data after a contact has been transferred to another queue or agent, add another “set recording and analytics behavior block” with “enable analytics” enabled. This is necessary because a transfer generates a second contact ID and CTR, and Contact Lens needs to also run on that CTR.

Amazon Connect Contact Lens availability varies by region, so check your regional availability and pricing. Contact Lens provides ML-powered analytics to generate customer insights from Amazon Connect calls in minutes. With a pay-as-you-go cost model, you pay for only what you use, which makes it quite cost-effective. 

From cloud consulting to managed services and beyond, contact the CloudHesive team today to learn how we can help you build a robust cloud strategy that increases operational efficiencies and gives you invaluable customer insights.

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