Contact Lens for Amazon Connect is a set of machine learning-based analytics capabilities for Amazon Connect. With Contact Lens, contact centers now have the ability to easily access call transcripts, understand customer sentiment and conversation characteristics (such as non-talk time and interruptions), identify customer issues/call drivers, and monitor compliance with company guidelines. Getting started with Contact Lens requires no technical expertise. In just a few clicks, Contact Lens can automatically begin analyzing your calls and help you get insights into the brand perception and customer satisfaction of your organization.
Source:: Amazon AWS