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The AI Powered Contact Center

Contact Lens for Amazon Connect is a set of machine learning (ML) capabilities integrated into Amazon Connect which transcribes contact center calls to create a fully searchable archive and surface valuable customer insights. With Contact Lens for Amazon Connect, customer service supervisors can quickly and easily discover emerging themes and trends from customer conversations, directly in Amazon Connect. The machine learning models that power Contact Lens for Amazon Connect have been trained specifically to understand the nuances of contact center conversations including multiple languages and custom vocabularies. Additionally, customer service supervisors can conduct fast, full-text search on call and chat transcripts to quickly troubleshoot customer issues. They can also leverage call and chat-specific analytics, including sentiment analysis and silence detection to improve customer service agents’ performance. Learn more here!


This team of specialists have been working with hundreds of businesses to quickly drive changes in contact centers looking to leverage the power of Amazon Connect.

  • Dan Bloy, VoiceFoundry Solutions Consultant
  • Asad Chagtai, VoiceFoundry Solutions Consultant