Amazon Connect Customer now supports information extraction for agent voice and chat conversations

This article announces information extraction capabilities for Amazon Connect Customer, which automatically captures key data from voice and chat interactions to reduce manual data capture and improve productivity.

• Extracts verbatim values like account numbers, reservation IDs, and product names from conversations
• Captures derived insights such as reason for contact, resolution provided, and next steps promised
• Operates on raw content before redaction, enabling selective data capture while protecting sensitive values
• Agents access extracted values during After Contact Work; supervisors use them for search and review
• Developers access data programmatically via APIs, Kinesis Data Streams, and S3 output files
• Extracted values trigger automated actions like email notifications, task creation, and case creation

Information extraction transforms unstructured conversations into actionable data, eliminating manual entry and reducing handle time for contact center operations.