Cloud News

The 12 Coolest AWS Tools Of 2020 (So Far)

Donna Goodison

Here’s a look at 12 new product/service releases and updates announced so far this year, including Amazon AppFlow, Amazon CodeGuru, AWS Fargate Platform Version 1.4.0, Amazon Kendra and new features for Amazon Macie.

Contact Lens

Now generally available, Contact Lens provides ML-powered contact center analytics for Amazon Connect, AWS’ cloud-based contact center service that’s designed to make it easier for organizations to deliver better customer service at lower costs.

AWS introduced Amazon Connect in 2017, and parent company uses it for its own customer service.

“Amazon Connect continues growing quickly b/c people love getting scale/perf/cost structure has for its call center tech, and b/c Connect keeps innovating fast. Next up for Connect: Contact Lens (ML-powered analysis of CS calls) #AWS,” Jassy tweeted Thursday.

Contact Lens automatically transcribes voice conversations between customers and customer service agents. It allows contact centers to search those transcripts and easily understand the reasons for customer calls and the sentiments, trends and compliance risks of those conversations. It helps identify important customer feedback and issues, and train agents so that successful customer interactions can be repeated, according to AWS. The new analytics features are accessible with a few clicks and don’t require coding experience.

Contact Lens also allows for the redaction of sensitive customer data – such as customers’ names, addresses, credit card details and social security numbers -- from the call audio recordings and transcripts to help keep that data secure.

An AWS blog post last week gave an example of a recent use case of Contact Lens, citing an organization that realized its customers were having trouble completing payments on its website. It used Contact Lens to search for calls in which customers mentioned the issue, allowing it to quantify the issue’s severity and complete an analysis.

Contact Lens is available in AWS’ U.S. West (Oregon), U.S. East (N. Virginia), Europe (London), Europe (Frankfurt), Asia Pacific (Singapore), Asia Pacific (Tokyo) and Asia Pacific (Sydney) cloud regions.




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