Introducing Contact Lens for Amazon Connect (Preview)

[Contact Lens for Amazon Connect](/connect/contact-lens/) is a set of integrated ML analytics capabilities for Amazon Connect that gives contact centers the ability to understand the sentiment, trends, and compliance of customer conversations to improve customer experience and identify crucial customer feedback. With Contact Lens for Amazon Connect, customer service supervisors can discover emerging themes and trends from customer conversations, conduct fast, full-text search on call and chat transcripts to troubleshoot customer issues, and improve customer service agents’ performance with call and chat-specific analytics – all from within the Amazon Connect console. Coming mid-2020, Contact Lens for Amazon Connect will also provide the ability for supervisors to be alerted to issues during in-progress calls, giving them the ability to intervene earlier when a customer is having a poor experience. Contact Lens for Amazon Connect’s fully managed machine learning-powered analytics capabilities allow contact centers professionals and their non-technical staff to use the power of AI with just a few clicks – no coding or ML experience required. " Click [here](https://press.aboutamazon.com/news-releases/news-release-details/aws-announces-contact-lens-amazon-connect-new-machine-learning) for the press release.