- [Ayesha] Hello everyone.
My name is Ayesha Borker
and I'm a senior solution architect
at AWS specializing in Amazon Connect.
Amazon Connect is an easy to use omnichannel
cloud-based contact center.
In this video, I will be focusing
on the theme detection capability
of Amazon Connect Contact Lens,
and how it can help businesses
improve their customer experience.
Amazon Connect Contact Lens provides a set
of machine learning powered analytics that helps
contact centers gain valuable insights
into customer sentiments, trending issues,
and agent compliance.
Contact lens also allows you to create categories
or rules for known issues,
which can then be used to trigger real-time alerts
if a customer is frustrated during a call,
or analyze agent compliance after a call is completed.
You can check the resources
on the screen to get started with Contact Lens.
Theme Detection in Contact Lens helps you automatically
discover the top trending reasons
for why your customers are reaching out to you.
It provides you with the quick view
of the top most customer issues
across thousands of contacts over a selected period of time,
just like you can see on the screen right here.
Theme detection complements the automated contact
categorization capability of Contact Lens.
Contact categorization, as I had explained earlier
helps you track known issues.
Theme detection on the other hand
helps you discover issues that were previously unknown,
as well as identify emerging themes
within your contact center.
This not only reduces the time it takes
to detect critical problems,
but also helps you resolve these problems
in a timely fashion before they end up
impacting a wider set of customers.
Let us now see how you can use theme detection
in your Amazon Connect instance.
It is quite straightforward and only requires a few steps.
To generate theme reports, you first need
to ensure that your user has the right set
of permissions in their security profile.
To do this, let's log into our Amazon Connect dashboard.
Navigate to the user's icon on the left.
Choose security profiles.
Pick the relevant profile of your user.
In my case, I will pick the admin.
Under analytics and optimization section,
scroll down to Contact Lens theme detection permission.
Make sure that the view and create
permissions are enabled for this user.
Click on save.
Once Saved, Your user is now all set to view,
as well as create theme reports.
The next step is to save a contact search query.
This is a prerequisite
for you to generate a theme-based report.
To do this, navigate to the analytics and optimization icon
on the top left of your Amazon Connect dashboard
and browse to contact search.
In the contact search tab, select the filters
for which you would like to discover
the top trending themes in your contact center.
For example, I will search for interactions
in the month of April
and for voice contacts only.
Additionally, I will also apply a filter to search
for contacts that only belong to my basic queue.
Once you apply the relevant filters,
click on the safe search button on the top right
and give a meaningful name to your search.
I will name this April, 2023.
Once your search has been saved,
you can view it in the dropdown under saved searches.
The final step is to now generate your desired theme report.
Under saved searches, select the saved query of your choice.
In my case, it'll be April, 2023.
You will now see generate themes reports
button on the right.
Simply click on it.
It may take a couple of minutes
for your report to be generated.
Once our report has been successfully created,
you will see a message on the top banner.
You can now access this report
from the view themes reports button
on the top right.
Within this report, you can now see
the relevant themes associated
with our save search highlighted
on the top of the contacts tab.
You can also choose to click
on each of the individual themes as well.
Let me just click on discuss payroll services.
When you click on the theme name,
it'll further filter out the contact records
that are only associated with that theme.
You can then select individual records to read
the transcription or analyze what the customer issue was.
The one thing I would like to call out here
is that Contact Lens generates the themes based on
the issues detected in your contact transcriptions.
In case you end up going back to the contact search page,
you could access your theme report once again by going
to the save searches, selecting the search of your choice,
and then under the view themes report tab
just access your theme report once again.
In my report, you can see a number of trending themes.
Let us pick three of them
and see how we can apply those
to improve processes within my contact center
and achieve measurable business outcomes.
For the purpose of this video, I will drill down further
on request account withdrawal, check order status,
and call regarding loan application.
Let's start with our first theme.
When I drill down further
on the request account withdrawal theme,
I found that a lot of my customers
are calling to withdraw their balances
and close their accounts.
One of the actions I can take to mitigate this is
to create a Contact Lens rule that notifies supervisors
in real time when a customer calls in for account closures.
This will ensure that supervisors can reach out
to their agents during live conversations
and assist them to improve the customer experience,
and possibly retain customer loyalty.
This will also help reduce churn.
For our second theme of loan applications,
it was discovered that a lot of customers
needed additional assistance in applying for loans.
There are two possible actions that I could take here.
First, I could provide detailed step-by-step guide
that agents can use to walk the customer
through the entire loan application process.
The second thing I could do is provide relevant
knowledge articles to my agents using Amazon Connect Wisdom
so that they can quickly guide customers
through their queries regarding loans.
This would not only improve first call resolution rates
or average handling time,
but also create upsell and cross-sell opportunities,
contributing to growth of revenue for my business.
Finally, moving to my third theme of checking order status.
In this scenario, customers were simply calling
in to check in the status of their orders.
This use case can be easily automated within the IVR
so that agents can spend time solving more complex issues.
Using Amazon Lex, this interaction can be
designed to not only be personal,
but also natural and predictive.
Let's see an example.
- [Representative] Hi, Nelson.
I see that your order is out for delivery,
scheduled to be delivered on June 1st, 2023.
Is there anything else you need help with?
- [Nelson] No, that's all. Thank you.
- [Ayesha] In this example,
you can see that just within a couple of seconds,
the customer's query was resolved
and the customer did not even have to talk to an agent.
This brings me to the end of this video.
As demonstrated, with theme protection,
you can now discover issues and trends
in your customer conversations that were previously unknown,
and use those results to improve
your overall customer experience.
Do try this within your Amazon Connect instance,
and thank you for watching.