Providing great customer experiences using real-time sentiment analysis with Amazon Connect
Contact Center Blog
This article discusses how to provide great customer experiences using real-time sentiment analysis with Amazon Connect. It describes a solution that integrates Amazon Connect with Amazon Lex, Amazon Comprehend, and Amazon Q in Connect to analyze caller sentiment and provide agent guidance during customer interactions.
Specifically, the article covers:
- An overview of the solution architecture
- Prerequisites for deploying the solution
- Step-by-step instructions for deploying the solution using AWS CloudFormation
- Testing scenarios to experience the caller and agent experience
- Cleanup instructions for deleting the deployed resources
- Conclusion and next steps
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