Use streaming for real-time contact analysis
Real-time contact analysis segment streams enable you to access Contact Lens analytics in
near real-time. Real-time streaming overcomes the scaling limitations of existing
real-time call analytics API. 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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