数据驱动型联络中心：最大化利用 Amazon Connect 分析.pdf

1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 3 0 3Data-driven contact centers:Maximizing Amazon Connect analyticsPuneet Badlani,Ph.D.WW Sr Partner Solutions Architect,Connect(he/him)Lorin MillerSolutions

2、Architect,WWPS(she/her)2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Everyone stand up!2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights

3、reserved.Stay standing if you are using Amazon Connect today 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Stay standing if you are using Connect Conversational Analytics(formerly“Contact Lens”)2025,Amazon Web Se

4、rvices,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Stay standing if you are using Amazon Connect data lake 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Session GoalBy the end of this session,you will learn how to

5、use Amazon Connects advanced analytics and sentiment analysis capabilities to monitor performance metrics,provide real-time agent support,and improve workforce retention through data-driven insights.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Agenda Introduction to Amazon Conn

6、ect analytics Architecture 1:Triggering Supervisor Barge-in with Real-Time Sentiment Analysis Architecture 2:Agent Wellbeing:Burnout Detection&Prevention Q&A 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Placeholder:Amazon Connect Intro Slides Lorin to getslides on Amazon Contac