Contact Lens for Amazon Connect

BY:

Aug 17, 2020

Machine Learning (ML) powered analytics to generate customer insights in minutes

Contact Lens for Amazon Connect is Amazon Web Service’s (AWS) recently released service that provides a set of Machine Learning (ML) capabilities that helps and organization’s contact center staff by performing automated analysis of a customer interaction to understand characteristics such as customer and agent sentiment, trends across interaction types, regulatory compliancy adherence/gaps, the customer’s end to end experience as well as many other potential areas of interest.  These outcomes and the automatic analytical capabilities of Contact Lens and are extremely beneficial to enterprise’s contact center, yet are otherwise difficult to achieve and if so, is done at great cost using other technology solutions.

Traditional contact centers may implement a very manual process in an attempt to infer some glimmer of insight around their customer’s experience, but that requires the participation of the entire contact center staff.  This means that agents have to summarize the interaction with the customer as notes in the organization’s customer relationship management (CRM) system and the supervisors or quality assurance (QA) team need to review these notes as well as a percentage of calls for accuracy and whether the agent properly handled the call, usually in a different system. If you are lucky you get some out of band clue that maybe pricing is wrong on your website, before the inventory sells out (at a loss).  These legacy processes and the lack of a truly next generation customer experience analytics technology platform are significant detractors from efficient contact center operations.

The gold nugget of insight in an interaction is the is deep analysis of what happened from when the customer is routed through the integrated Interactive Voice Response (IVR) or Contact Flow (in Amazon Connect terminology), to a contact center agent and then the interaction between the two humans that transpires.  Getting the visibility into that interaction is near impossible unless you have the technology to manage that repetitive process.  Amazon Connect provides both real-time and historical streams of voice and text, separated by channel (agent and caller), allowing the machine analysis and transcription of both the words and sentiment of the customer and the agent, which provides insight aspects of the interaction such as over talking, loudness/softness of speaking and silence.  Using the AWS Artificial Intelligence (AI) services Amazon Transcribe and Amazon Comprehend you can build a solution to perform transcription and customer sentiment analysis from scratch or simply click your way through to a solution using Contact Lens, which is powered by these services and includes similar functionality at less technical complexity.

Amazon Contact Lens provides speech to text and natural language processing (NLP) capabilities that automatically transcribes calls, making them available for complex analysis.  The power in that is that it allows leads, supervisors, managers and contact center operations to extract the incredibly valuable insights from each voice and chat interaction.   Every interaction your organization has with a customer provides the opportunity to gain insights that can help you improve how you drive your customer’s experience.  One of the features that Contact Lens includes to help with this are visual depictions of words and phrases that drive why a customer is calling.  This function is powered by the NLP engine included in Contact Lens.   With these insights the business can quickly see patterns across a large contact center and if undesirable, changes can be made to remediate them – whether it be how agents are trained or how the customer navigates the self-service Contact Flows or Lex Bots.  This is extremely beneficial when trying to drive a great customer experience.

Contact Lens provides ML powered analytics to generate customer insights in minutes.  It would be cost prohibitive for many companies to build this type of fully capable feature set, which leads to another great benefit of AWS: Contact Lens uses the same pricing model as other AWS services.  With a pay as you go model cost model you pay for only what you use.  Go check it out!

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