Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment occurring during customer service calls. Alexa natural language understanding is behind the tech.

Notably, and perhaps most interestingly, is that keywords can trigger real-time intervention from supervisors.

“A customer saying, ‘Cancel,’ into the call can get a flag,” said Annie Weinberger (pictured), head of product marketing for AWS applications at AWS. “They can go in and help the agent if necessary.”

Weinberger spoke with John Furrier and David Nicholson, co-hosts of theCUBE, SiliconANGLE Media’s livestreaming studio, during AWS re:Invent. They discussed how call centers are moving to the cloud. (* Disclosure below.)

‘Training moments’ may be required

Amazon Wisdom is another new facet to Amazon Connect. That feature-set allows for repositories that provide knowledge articles and the correct responses to customer questions. The feature is driven by artificial intelligence.

“If you’re an agent and you’re on the phone and [the] customer’s asking questions, today what they have to do is go in and search across all these different knowledge repositories to find the answer,” she said. How to issue a refund, would be one example, she explained.

However, now “we’re listening behind the scenes to that call and automatically providing the knowledge articles, as they’re on the call, saying, ‘This is what you should do.’”

Weinberger explained more: An agent UI, where the call taker sees calls coming up in their queue lets the agent know in advance whether the caller is after a refund or what the call is going to be about.

“They’ll see the kind of analytics they have,” she said.

Supervisor view shows the aforementioned keyword trigger. Plus, if the call taker isn’t using the right kind of greeting or farewell, that becomes a “training moment,” Weinberger revealed.

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of AWS re:Invent. (* Disclosure: Amazon Web Services Inc. sponsored this segment of theCUBE. Neither AWS nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE