Wenyi Gu

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.

In this chalk talk, learn how John Hancock and other Amazon Connect customers enable their contact-center and customer-relationship management (CRM) experiences with AI-powered capabilities such as call transcription, speech analytics, and fraud detection. We explore how it’s possible to quickly integrate Amazon Connect and CRM systems, leveraging serverless access of your CRM data and adding...