Contact Lens for Amazon Connect - Amazon Connect

Contact Lens for Amazon Connect

Contact Lens for Amazon Connect provides a set of conversational analytics and quality management capabilities, powered by machine learning. For example, you can use these analytics to:

Contact Lens helps you protect your customer's privacy by enabling you to automatically redact sensitive data from conversation transcripts and audio files.

You can define and assess agent performance criteria (for example, adherence to required scripts) and automatically pre-populate evaluation forms. This reduces the need for managers to do manual reviews, while more easily identifying coaching needs for your agents.