Title

AWS re:Invent 2022 - Improve agent performance with Contact Lens for Amazon Connect (BIZ212)

Summary

Presenters: Kaustubh Kahnke (Principal Product Manager, AWS AI) and Benny Gu (Principal Product Manager, Amazon Connect).
Overview: Introduction to Amazon Connect and Contact Lens, highlighting their ease of use, scalability, and ML-powered capabilities.
Conversational Analytics: New analytics capabilities for chat in addition to voice, including sentiment analysis, issue detection, and category matching.
Evaluation Capabilities: New features for evaluating agent performance using structured criteria and ML-powered automation.
Customer Stories: Success stories from Traeger Grills, Cognizant, Deloitte, LPG, and Front Door.
Demo: A demonstration of the evaluation process for a chat interaction, showcasing the integration of Contact Lens insights and evaluation forms.
Pricing: Pay-as-you-go pricing model with a free tier available for initial testing.
Support: AWS offers professional services, support teams, and partners to assist with contact center migrations.

Machine Learning Integration: Contact Lens leverages ML to provide real-time insights and automate tasks without requiring users to have ML expertise.
Customer Experience Focus: The tools are designed to improve customer experiences by enabling agents to focus on complex issues and providing managers with insights to optimize productivity.
Data Privacy: Sensitive data redaction ensures customer privacy and compliance with regulations.
Customization: Users can customize vocabulary for transcription accuracy and set up automated rules for evaluation criteria.
Multi-Channel Support: Contact Lens now supports both voice and chat channels, providing consistent analytics across both.
Operational Efficiency: The new evaluation capabilities streamline the quality assurance process, potentially increasing efficiency by over 20% as seen with LPG.
Scalability: Amazon Connect can be set up quickly and scales to any workload, suitable for both large enterprises and small teams.
Global Availability: Contact Lens supports 21 languages and is available in AWS regions across North America, Europe, and Asia Pacific.
Resource Availability: AWS provides extensive resources, including professional services and training, to ensure successful implementation and migration.