AWS has announced the general availability of an automated quality assurance (QA) solution native to Contact Lens.
Contact Lens is the conversational analytics platform that sits inside Amazon Connect.
This latest addition scours every customer conversation, auto-filling an evaluation form.
As such, every contact center interaction receives a score that reflects the agent’s performance.
With that said, service leaders cannot just copy and paste across the quality scorecard that analysts fill out during manual QA sessions. There are limitations.
Nevertheless, Contact Lens will automatically populate black-and-white criteria, such as script adherence, sensitive data collection, and customer greetings.
Here’s a screenshot of the application, which highlights some of the insights Contact Lens generates across every interaction.
With this, service leaders gain a more holistic view of agent performance, which they can harness to spot coaching opportunities and give positive recognition.
In addition, analysts may utilize these new insights to evaluate the interactions that are more likely to shine a light on an agent’s strengths and weaknesses.
Instead of using traditional “lucky dip” evaluation, which agents often find unfair, this allows analysts to look closer under the hood of agent performance to drive positive change.
Moreover, as somewhat evident in the screenshot below, AWS has created a portal to store the automated evaluation. There, analysts may also access a contact summary, word cloud, and a set of performance metrics.
Such metrics include talk and hold time, alongside agent and customer sentiment.
With these KPIs, analysts can perform outlier analysis. In doing so, they may track trends in what drives long handle times and low sentiment.
By addressing the root causes, leaders can enhance service experiences across the board.
