Machine learning powered analytics for contact centers (Level 300) - AWS Innovate

March 11, 2020
Today, most contact center analytics are based on phone switch activity or CRM call notes that are recorded by the contact center agent. However, these analytics typically lack insights into the actual conversations between agents and customers. In this session, we explain how Amazon Connect analyzes the nuances of contact center conversations, including those in different languages and those that have custom vocabularies. Discover how Contact Lens for Amazon Connect enables customer service supervisors to conduct fast, full-text searches on call and chat transcripts to quickly troubleshoot customer issues. Learn how this service uses call and chat-specific analytics, including sentiment analysis and silence detection, to improve agents’ performance. Speaker: Sumit Patel, Enterprise Solutions Architect, AWS
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Learn machine learning like an Amazonian (Level 100) - AWS Innovate
Learn machine learning like an Amazonian (Level 100) - AWS Innovate

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