Tag: Speech Analytics

Today, AWS announced Contact Lens for Amazon Connect, a set of capabilities for Amazon Connect enabled by machine learning (ML) that gives contact center supervisors and analysts the ability to understand the content, sentiment, and trends of their customer conversations to identify crucial customer feedback and improve customer experience. Amazon Connect is an omnichannel cloud […]

One of the primary motivations for Amazon Connect is to make it easy for our customers to deliver better customer service at a lower cost. Applied Artificial Intelligence (AI) permits us to investigate new ways to raise the bar for customer service. Can an AI-based agent participate in the conversation and recommend actions or find […]