Kaustubh Khanke

We are truly at an exciting inflection point in the widespread adoption of ML with the growth of generative AI applications. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock.

Contact Lens for Amazon Connect helps you follow the sentiment and trends of customer conversations in real time to identify crucial company and product feedback in your contact center. New capabilities in Contact Lens can help you assess agent performance criteria, such as adherence to required scripts, and automatically complete evaluations of customer conversations.

After every customer interaction, contact center agents spend valuable time manually summarizing notes, feedback, and follow-up action items. With call summarization, Contact Lens for Amazon Connect automatically identifies key parts of the customer conversation and makes it available at the end of the call.

In this session, learn how Contact Lens for Amazon Connect enables your contact center supervisors to understand the sentiment of customer conversations, identify call drivers, evaluate compliance with company guidelines, and analyze trends. This can help supervisors train agents, replicate successful interactions, and identify crucial company and product feedback.