Products
Amazon Connect adds voice and chat information extraction
AWS says Amazon Connect Customer now extracts defined information from voice and chat conversations, including verbatim values such as account numbers and derived fields such as contact reason or promised next steps. Administrators define rules for what to extract and when. Agents can view results during after-contact work, supervisors can use them in search and review, and developers can access them through APIs, Kinesis Data Streams and S3 files. Extracted values can also trigger email, task and case-creation actions.
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