Both services, Contact Lens for Amazon Connect and Amazon Kendra, can be previewed immediately on the company’s cloud service, Amazon Web Services. The new AI tools process a client company’s data and attach meaning to that information through methods that identify patterns, Amazon said. Amazon Kendra, an AI-enabled enterprise search tool, answers queries by combing through a variety of data sources within an organization. Mr. Wood said. “We also detect long periods of silence and also clashes—when the agent and customer are talking over each other,” Mr. Wood said.

Source: Wall Street Journal December 03, 2019 18:57 UTC