Detect Trending Themes with Amazon Connect Contact Lens | Amazon Web Services

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Published on 23 May 2023, 20:21
In this video, we will see how to access the theme detection report of Contact Lens and use that data to identify the top reasons of customers reaching out to your contact center. Additionally, we will also see how we can use these themes to create ‘contact categories’ using the Rules feature of Contact Lens, to improve categorization of calls and improve call quality assessment.

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