Verify That Contact Lens Speech Analytics Is Enabled Enable speech analytics so that Contact Lens generates real-time transcripts during a call, and post-call analytics after the conversation has ended. Although speech analytics is enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have changed.
Update Your Contact Center Upgrade your Amazon contact center to at least version 10.0. This version includes a Lambda function enhancement that processes rules and intelligence signals from Amazon Connect Contact Lens.
Create a Rule in Amazon Connect That Identifies Intelligence Signals Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria.
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