Did You Know Amazon Connect Customer Can Take Notes on Your Calls Automatically?

Hi there, it's me, Shiichan! Today I found news that makes life a little easier for contact centers. Less note-taking for agents sounds like a win to me.

AWS What's New aws.amazon.com

What was announced?

From AWS What's New: Amazon Connect Customer now supports information extraction, which automatically captures key data from voice and chat conversations. The goal is to cut down on manual data entry and boost productivity for both agents and supervisors.

Why it matters

After a call or chat wraps up, agents typically have to summarize the key points and enter them into a system by hand. Information extraction is built to reduce that work in the first place. There are two kinds of data it can capture:

• Verbatim values: things that appear directly in the conversation, like account numbers, reservation IDs, and product names
• Derived insights: things inferred from the conversation, like the reason for contact, the resolution provided, and next steps promised

You define which items to extract and when through conversational analytics rules.

What changes

The extracted data becomes useful to different people in different ways:

• Agents see extracted values during After Contact Work
• Supervisors use them to search and review contacts
• Developers can access them programmatically through APIs, Kinesis Data Streams, and S3 output files

You can also feed extracted values directly into rule actions like email notifications, task creation, and case creation. For example, a travel company could automatically extract "Hotel Name," "Reservation ID," and "Reason for call," then use those values to send outbound emails and create follow-up tasks, eliminating manual data entry and cutting handle time.

Dive Deep

One interesting technical detail: extraction happens on the raw contact content before redaction. That means you can still capture the specific data points you need while sensitive values in recordings and transcripts get redacted as usual, so you don't have to trade off data capture against privacy protection.

For setup details, see "Information extraction" in the Amazon Connect Customer Administrator Guide.

Wrap-up

• Amazon Connect Customer adds information extraction, automatically capturing data from voice and chat conversations
• It can pull both verbatim values (account numbers, reservation IDs, etc.) and derived insights (reason for contact, resolution, etc.)
• You define your own extraction rules, and agents, supervisors, and developers can each use the results
• Extracted values can feed directly into email notifications, task creation, and case creation
• Extraction runs before redaction, so you can capture data and protect sensitive information at the same time
• A great update for anyone working on improving contact center operations