AWS re:Invent 2019: Contact Lens for Amazon Connect: new speech analytics powered by ML (EUC214-R1)

Announced at re:Invent, Contact Lens for Amazon Connect is a set of machine learning contact center analytics capabilities integrated into Amazon Connect. Come learn how with Contact Lens for Amazon Connect, contact center supervisors can better understand the sentiment, trends, and compliance risks of customer conversations to effectively train agents, replicate successful interactions, and identify crucial company and product feedback. Using AWS ML natural language processing (NLP) and speech-to-text, Contact Lens for Amazon Connect can be used to transcribe contact center calls, analyze sentiment, and detect silence times to create a fully searchable archive and surface valuable customer insights. Leverage these learnings to modernize your contact center and improve customer engagement.