Use streaming for real-time contact analysis - Amazon Connect

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 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:

  • STARTED events published at the beginning of a real-time contact analysis session.

  • SEGMENTS events published during the real-time contact analysis sessions. These events contain a list of segments with analyzed information.

  • COMPLETED or FAILED events published at the end of a real-time contact analysis session.