Amazon Connect Contact Lens
Amazon Connect Contact Lens
Amazon Connect Contact Lens API uses AI to analyze Amazon Connect calls in real time — sentiment, keywords, compliance detection, auto-summary.
Native integration with Amazon Connect (no separate instrumentation)
Amazon Connect calls only
Enable Contact Lens in Amazon Connect console (per contact flow). Get analysis results post-call or via real-time webhook.
Uptime · 30-day window
GitHub activity
About this API
Contact Lens is Amazon Connect's AI enhancement module. Traditional contact center recordings are archived post-call; supervisors might sample-listen later for quality. Contact Lens automates and real-time-izes this — AI models analyze each call's audio stream, outputting real-time sentiment curves (both agent and customer), keywords ("refund", "cancel", "manager"), and compliance detection (whether mandatory disclaimers were fully delivered). Supervisors watching the dashboard immediately spot high-risk calls and intervene. Post-call, auto-generates a natural-language call summary, reducing agent post-call work. Core AI selling point of Amazon Connect.
What you can build
- 1Customer service quality scoring (auto-detect agent attitude)
- 2Detect customer dissatisfaction signals to trigger supervisor escalation
- 3Compliance detection (mandatory disclaimers, PCI reminders)
- 4Auto-generate call summaries to save agent time
Strengths & limitations
Strengths
- Native integration with Amazon Connect (no separate instrumentation)
- Real-time analysis (not post-hoc)
- Supports both English and Chinese
Limitations
- Amazon Connect calls only
- Charged per call-minute (additional fee on top of Connect)
Getting started
Enable Contact Lens in Amazon Connect console (per contact flow). Get analysis results post-call or via real-time webhook.
FAQ
Can it be used on non-Amazon Connect recordings?+
No — Contact Lens is Amazon Connect-only. For generic speech analytics, use Transcribe + Comprehend.
Technical details
- Auth type
- unknown
- Pricing
- unknown
- Protocols
- REST
- SDKs
- python, javascript, go, java
- Response time
- 43 ms
- Last health check
- 6/26/2026, 6:22:15 AM
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