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Found 2 results

  1. Amazon Web Services
    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. View the full article
  2. Amazon Web Services
    Amazon Connect Contact Lens now provides businesses with the ability to automatically submit agent performance evaluations. Managers can now evaluate up to 100% of customer interactions, using insights from conversational analytics to automatically fill and submit evaluations, and get aggregations on agent performance across cohorts of agents over time. With this launch, managers can comprehensively monitor and improve regulatory compliance, script adherence (e.g. customer greetings), sensitive data collection, while reducing the time spent on evaluating agent performance. View the full article

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