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Access conversational analytics analytics for voice and chat contacts using Amazon Kinesis Data Streams - Amazon Connect Customer

Access conversational analytics analytics for voice and chat contacts using Amazon Kinesis Data Streams

With contact analysis segment streams, you can access conversational analytics analytics in for voice and chat contacts. Streaming overcomes the scaling limitations of existing call and chat analytics APIs. For voice contacts, it also provides access to a data segment called Utterance that you can use to access partial transcripts. This helps you meet ultra-low latency requirements to assist agents on live calls.

This section explains how to integrate with Amazon Kinesis Data Streams for streaming.

Through streaming, you can receive the following event types:

  • STARTED events published at the beginning of a contact analysis session.

  • SEGMENTS events published during the contact analysis sessions. These events contain a list of segments with analyzed information.

  • COMPLETED or FAILED events published at the end of a contact analysis session.

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