Amazon Connect now provides conversational analytics for voice and chat bots

This article announces that Amazon Connect now provides conversational analytics for self-service voice and chat interactions across multiple channels.

• Analyzes automated self-service interactions across voice, chat, SMS, WhatsApp, and Apple Messages
• Automatically assesses customer sentiment and redacts sensitive data
• Identifies top contact drivers, themes, and compliance risks
• Provides customizable dashboards for improvement insights
• Enables semantic matching rules to categorize interactions by behavior and keywords
• Extends analytics coverage to both agent and self-service interactions

Amazon Connect's new conversational analytics help contact centers understand and optimize customer self-service experiences across all digital and voice channels.