Amazon Connect Customer now supports information extraction for agent voice and chat conversations

Amazon Connect Customer now supports information extraction, which automatically captures key data from voice and chat interactions, reducing manual data capture and improving agent and supervisor productivity. Information extraction captures verbatim values like account numbers, reservation IDs, and product names, as well as derived insights inferred from the conversation such as reason for contact, resolution provided, and next steps promised. You define conversational analytics rules for what to extract and when.