Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries, which summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). This helps supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.
Source:: Amazon AWS