Amazon Connect now provides conversational analytics for voice and chat bots

Amazon Connect Conversational Analytics

Amazon Connect now offers conversational analytics for end-customer self-service interactions across various channels, including voice, web, and mobile chat, SMS, and messaging platforms. This feature helps improve customer self-service experiences by providing insights into customer sentiment, redacting sensitive data, and identifying compliance risks.

New Features

• Rich conversational analytics for both human-agent and self-service interactions.
• Automatic analysis of automated self-service interactions.
• Semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types.
• Customizable dashboards for proactive improvement identification.

What to do

• Review the new conversational analytics features.
• Utilize the customizable dashboards to monitor and improve customer interactions.
• Implement semantic matching rules to categorize interactions effectively.

Source: AWS release notes

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