Amazon Connect now provides conversational analytics for voice and chat bots

Amazon Connect now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.

With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.

Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers, agents, and supervisors. To learn more about Amazon Connect and its conversational analytics capabilities, refer to the following resources:

• Amazon Connect website and pricing
• Conversational analytics in the Administrator Guide
• Supported languages and Regions