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https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Amazon Connect Contact Lens now lets you enable or disable sentiment analysis
Amazon Connect Contact Lens now lets you enable or disable sentiment analysis. This provides organizations with control over sentiment analysis, particularly for those needing to meet compliance obligations, while maintaining access to other Contact Lens conversational analytics capabilities including transcripts, generative AI summaries, and other conversational insights. For example, you may want to enable sentiment analysis to track customer brand perception and disable sentiment analysis for contacts coming to an internal company complaints line.
The feature is available in all regions where Amazon Connect Contact Lens is available.
Amazon Connect Contact Lens now supports conversational analytics in 34 new languages
Amazon Connect Contact Lens now supports conversational analytics in 34 new languages including Afrikaans, Arabic (Modern Standard), Bengali, Bosnian, Bulgarian, Chinese (Cantonese), Croatian, Czech, Estonian, Farsi, Galician, Greek, Hebrew, Hungarian, Kannada, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Sundanese, Telugu, Thai, Turkish, Ukrainian, Vietnamese, and Zulu. Additionally, 21 languages that were previously available for post-call analytics are now available for real-time analytics, including Arabic (Gulf), Catalan, Danish, Dutch, English (India), English (Ireland), English (New Zealand), English (Scotland), English (South Africa), English (Wales), Filipino/Tagalog, Finnish, German (Swiss), Hindi, Indonesian, Malay, Norwegian Bokmål, Polish, Portuguese (Portugal), Spain (Spanish) and Swedish.
Amazon Connect Contact Lens helps you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With Contact Lens conversational analytics, you can transcribe customer calls, analyze customer sentiment, discover top contact drivers, help redact sensitive data, and more, all natively within Amazon Connect. With this launch, Contact Lens conversational analytics now supports 67 languages.
Conversational analytics support for these new languages is now generally available in US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London).
Amazon Connect Contact Lens now provides AI-powered contact summarization in 2 additional regions
Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries in two additional regions, Europe (Frankfurt) and Asia Pacific (Seoul). With this launch, you can 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 allows agents to focus on customer interactions by eliminating the need for to take after-call notes manually. Additionally, supervisors get faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.
This feature is supported in English language and is available in two additional AWS regions including Europe (Frankfurt) and Asia Pacific (Seoul).
Amazon Connect Contact Lens now offers AI-powered semantic contact categorization in 2 additional regions
Amazon Connect Contact Lens now provides generative AI-powered contact categorization in two additional regions (Europe - Frankfurt and Asia Pacific - Seoul), making it easy to identify top drivers, customer experience, and agent behavior for your contacts. With this launch, you can use natural language instructions to define a criteria to automatically categorize customer contacts (e.g., “show me calls where customers attempted payment”). Contact Lens automatically labels interactions matching your criteria and extracts relevant conversation points. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps managers easily categorize contacts for scenarios such as identifying customer interest in specific products, assessing customer satisfaction, monitoring whether agents exhibited professional behavior on calls, and more.
This feature is supported in English language and is available in two additional AWS regions including Europe (Frankfurt) and Asia Pacific (Seoul).
February 2025
Amazon Connect now supports configuration of which states an agent can be in when adhering to their schedule
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