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, firstly ensure that Amazon Connect is configured, as per this guide: https://docs.aws.amazon.com/connect/latest/adminguide/view-generative-ai-contact-summaries.html#gen-ai-getstarted.

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