Use streaming for real-time contact analysis
Real-time contact analysis segment streams enable you to access Contact Lens analytics in
near real-time for voice and chat contacts. Real-time streaming overcomes the
scaling limitations of existing real-time call
analytics API. For voice contacts, it also provides access to a data
segment called Utterance that allows you to access partial transcripts.
This enables you to meet ultra-low latency requirements to assist agents on live
calls.
This section explains how to integrate with Amazon Kinesis Data Streams for real-time streaming.
Through real-time streaming, you can receive the following event types:
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STARTED events published at the beginning of a real-time contact analysis session.
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SEGMENTS events published during the real-time contact analysis sessions. These events contain a list of segments with analyzed information.
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COMPLETED or FAILED events published at the end of a real-time contact analysis session.
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