Amazon Connect introduces conversational analytics for email

Amazon Connect has expanded its capabilities to include conversational analytics for email interactions. This new feature allows contact center managers to automatically categorize incoming emails, redact personally identifiable information (PII), and produce summaries of the communications. This enhancement is designed to help quickly identify emerging trends, ensure compliance by safeguarding sensitive data, and minimize the time needed to assess agent performance.

For instance, when customers send emails regarding account issues, Amazon Connect can automatically classify the email, remove sensitive information, and create a summary for supervisors to review. To activate this feature, users should incorporate the ‘Set recording, analytics and processing behavior’ block into their workflows before an email is assigned to an agent or sent to a customer.

Users have the flexibility to customize the types of PII to be redacted and can decide whether the redacted content should display specific PII type indicators, such as [SSN], or more generic markers like [PII]. Additionally, there is an option to store both the original and redacted versions of emails separately, and users can enable contact summaries as well.

These analytics tools allow for the creation of rules that can automatically trigger actions, such as categorizing emails, generating tasks, or updating cases. Amazon Connect’s conversational analytics for email is available in several regions, including US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul, Singapore, Sydney, Tokyo), Canada (Central), and Europe (Frankfurt, London).

For more information and to begin using these features, users are encouraged to consult the help documentation or visit the Amazon Connect website.