Analyze Conversations using Contact Lens for Amazon Connect - Amazon Connect

Analyze Conversations using Contact Lens for Amazon Connect

Contact Lens for Amazon Connect is in preview release and is subject to change.

Contact Lens for Amazon Connect uses highly accurate speech transcription, natural language processing, and intelligent search capabilities to analyze customer-agent conversations. It automatically indexes call transcripts so you can search them for specific words, phrases, or sentiment. It enables supervisors spot recurring themes, and uncover opportunities to coach agents so they can continually improve their customer experience.

The results of the sentiment analysis appear in the customer's Contact Trace Record (CTR). The following image shows a portion of a CTR with sentiment analysis.