AWS Announces Contact Lens for Amazon Connect
Seattle, WA, USA, Dec 3, 2019 -- Amazon Web Services Inc. (AWS), an Amazon.com company (NASDAQ: AMZN), announced AWS Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that gives contact centers the ability to understand the sentiment, trends, and compliance of customer conversations to improve customer experience and identify crucial customer feedback. With AWS Contact Lens, customer service supervisors can discover emerging themes and trends from customer conversations, conduct fast, full-text search on call and chat transcripts to troubleshoot customer issues, and improve customer service agents’ performance with call and chat-specific analytics – all from within the Amazon Connect console.
Coming mid-2020, Contact Lens will introduce new features providing supervisors real-time assistance by offering a dashboard that shows the sentiment progression of live calls in a contact center.
"At Amazon, customer obsession drives everything we do. Over the years, we’ve developed unique expertise in using machine learning to better understand our own large volumes of customer contacts and take appropriate action," said Larry Augustin, Vice President Productivity Applications, AWS. "Contact Lens brings together the technology and expertise Amazon has developed to support its call center operations and delivers it to Amazon Connect customers – without requiring any machine learning or programming expertise to use it. We are excited to see how our customers benefit from our experiences to improve their customers’ trust and loyalty."
Intuit Inc. is a financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. "As Intuit embarks on our next transformation into an AI-driven expert platform, using machine learning is critical to helping our customers make data-driven decisions and providing them the right support they need," said Ashok Srivastava, Chief Data Officer, Intuit. "With Contact Lens for Amazon Connect, we’re able to quickly understand our customers’ needs, and use those insights to create new machine learning models and solutions that best serve our customers."
John Hancock provides financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. "Our business relies on providing relevant financial services through the best customer experience," said Tracy Kelly, AVP Shared Services, John Hancock. "With Contact Lens for Amazon Connect, we can now evaluate all our customer interactions and quickly find out what is working well and how we can get better. Being able to automatically understand the underlying reasons for why customers are calling us and their severity is going to be very helpful for us."
News Corp is a global diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers and businesses throughout the world. "For the News Corp Service Desk, we saw immediate time to value after using Amazon Connect," said Simon Clark, SVP End User and Infrastructure Services, News Corp. "We are now looking forward to using Contact Lens for Amazon Connect because its powerful features for both voice and chat interactions will make it possible for our contact center staff to provide a better experience for our employees by seamlessly leveraging the power of machine learning."
Accolade is a personalized health and benefits solution that serves employers across the country. "The new AWS offering of Contact Lens for Amazon Connect will help us to continue delivering the best experience to our customers," said Stephen Murphy, Senior Director Cloud Engineering, Accolade. "The seamless integration of AI into Amazon Connect accomplishes what the other contact center platforms and niche speech analytics/AI vendors have struggled to achieve. Contact Lens for Amazon Connect exceeds what we could have built by making it easy to programmatically select which calls to automatically transcribe and by offering an enhanced contact search and analysis page to interact with the results. We estimate that, with Contact Lens for Amazon Connect, we have saved several months of development time that would have been needed to mirror the same interactions and results."
Founded in 2010, amaysim is a provider of energy and SIM-only mobile plans. "At amaysim, Amazon Connect has been a big win for us because it is designed to be easily deployed by contact centre staff and IT with little knowledge of AWS. The ability to quickly innovate and change has been a big advantage to us. At amaysim, we make build vs. buy decisions very consciously and our strategy is to build pieces that are specific for our business," said Peter James, IT Operations Director, Amaysim. "Contact Lens for Amazon Connect not only provides us with an end-to-end application experience for AI-powered contact centre analytics but also gives us the flexibility to do custom BI analytics and the agility to build proprietary data science models using its rich metadata."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, December 5, 2019
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