Amazon Connect Contact Lens launches theme detection

Amazon Connect Contact Lens now provides a machine learning powered capability for businesses to help identify top contact drivers by grouping customer conversations into themes. This complements Contact Lens’ existing automated contact categorization capabilities that businesses have been using to label contacts for tracking known issues across their contact centers. With theme detection, businesses can discover previously unknown or emerging contact themes from thousands of customer interactions. Businesses can also spot common reasons for customer outreach (e.g. “cancel reservation”, “delayed order”, etc.). They can then take appropriate actions to improve customer experience by expediting issue resolution, and improving IVR options, knowledge base articles, and agent training.

Source:: Amazon AWS