Amazon Connect Customer adds information extraction for agent voice and chat

Amazon Connect Customer now supports information extraction, automatically capturing key data and derived insights from agent voice and chat interactions. This feature reduces manual data capture and enhances productivity for agents and supervisors, allowing them to define custom conversational analytics rules. Extracted values are accessible via APIs, Kinesis Data Streams, and S3, and can directly feed into automated rule actions for improved post-contact workflows. This helps turn unstructured conversations into automated experiences, such as populating emails or creating follow-up tasks.