Amazon Connect Customer now enables contact center supervisors to receive real-time alerts directly on the dashboard when specific keywords, phrases, or sentiment patterns are detected during live calls and chats, enabling faster intervention and improved customer outcomes. For example, when a customer says “cancel my account” during a call, a supervisor receives an alert on the real-time dashboard, listens to the live conversation while viewing the real-time transcript and sentiment analysis, and coaches the agent over chat to resolve the issue before the customer churns.
Amazon Connect Customer real-time conversational analytics alerts on dashboards are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect conversational analytics is offered. To learn more about setting up real-time conversational analytics alerts on dashboards, see the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, the AWS cloud-based contact center, please visit the Amazon Connect Customer website.
Categories: general:products/amazon-connect,general:products/aws-govcloud-us,marketing:marchitecture/business-productivity,marketing:marchitecture/contact-center
Source: Amazon Web Services
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