Call dispositions, summaries automated

For ages, we have been manually capturing call dispositions and call summaries. With Amazon Connect Contact Lens, you don’t have to.

Categorized as Technology Tagged

For ages, we have been manually capturing call dispositions.

With Amazon Connect Contact Center, we can continue doing so.

On top of this, we can also use Amazon Contact Lens to automatically capture call dispositions based on what we “discussed” during the call 🙂

Yup! Finally, some respite for call center agents.

Call dispositions, the traditional way

To do this the traditional way, it is very simple.

  1. Use DynamoDB and create a simple table that stores contact ID, the call timestamp, the agent /employee ID, the call disposition, the call notes, the call recording/media URL
  2. Extend the Amazon Connect CCP2 to include a nice little dropdown that shows the available options for call dispositions that work for your hospital call center.
  3. Make sure that your agents dispose of each call by choosing a disposition.

Automatic call dispositions using Amazon Contact Lens

With Amazon Contact Lens, you can alleviate some of the tedious work of disposing calls.

Amazon Connect will let you automatically categorize contacts based on words uttered during the call.

Read more using this guide here.

To do this:

  1. Make sure you have enabled use of Amazon Connect Contact Lens.
  2. Make sure you are using Amazon Connect Contact Lens in your Contact Flow.
  3. To set up this feature, add rules that contain the words or phrases that you want to highlight. To do so, login to Amazon Connect and add Rules. 
  4. You can add rules like “New Appointment”, “Reschedule Appointment”, “Cancel Appointment”, “Left Voicemail” etc etc.. Next to When, use the dropdown list to choose “post-call analysis”. Then, “Add condition” and choose “semantic” analysis. This way, at the end of the call, this analysis will be shown as the option to choose from in the Disposition dropdown.
  5. The agent can still override the suggestion disposition, but at least, 90% of the work is done for them 🙂

That’s the power of Amazon Connect and AI.

How to create automatic call summaries

We all know the largest part of after call work is in summarizing the call.

Everyone in a call center hates it but we all have to do it.

With Amazon Contact Lens, you can alleviate some of the tedious work of disposing calls and writing up call summaries.

To do this:

  1. Make sure you have enabled use of Amazon Connect Contact Lens.
  2. Make sure you are using Amazon Connect Contact Lens in your Contact Flow.
  3. Use the Contact Lens API ListRealtimeContactAnalysisSegments to summarize the entire discussion or dump the entire conversation itself into the note.
  4. The agent can still override the suggested summarization, but at least, 90% of the work is done for them 🙂

That’s the power of Amazon Connect and AI.