Chapter 12: Implementing Contact Lens
Contact Lens is a service that uses existing Amazon Web Services (AWS) services to provide artificial intelligence (AI) sentiment analysis and transcription of your call center's calls. Contact Lens uses the Transcribe and Comprehend services to accomplish this. The Transcribe service is used first, to convert what people are saying on the phone into text that can be more readily processed. From there, Comprehend is used to review that text and determine how the people on the phone feel.
Thankfully, Contact Lens is a solution that is integrated with Amazon Connect. So, unlike the voicemail and analytics solutions, we won't have to deploy it; we will have to just activate it. In this chapter, we will walk ...
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