Voice Analysis

Generative AI contact summaries can be enabled to speed up contact wrap time. This powerful feature automatically summarises the contact transcript into a short, meaningful text that can be saved against the record, or can be a starting point for the agent to write their own summary.

To enable this feature, first ensure that Amazon Connect is configured, as per this guide: AWS Gen AI Summaries.

Then, enable summaries by switching on ‘Voice Interactions’ under the Interaction Analysis section of the agent settings page.