Complete these tasks to prepare Amazon Connect for Conversation Intelligence with Salesforce Voice.
Required Editions
| View supported editions. |
| Available in: Salesforce Voice with Amazon Connect |
| Available in: Salesforce Voice with Partner Telephony from Amazon Connect |
- Verify That Contact Lens Is Enabled
Contact Lens must be enabled to transcribe calls and use conversation intelligence. - Verify That Contact Lens Speech Analytics Is Enabled
Enable speech analytics so that Contact Lens generates real-time transcripts during a call, and post-call analytics after the conversation has ended. Although speech analytics is enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have changed. - Update Your Contact Center
Upgrade your Amazon contact center to at least version 10.0. This version includes a Lambda function enhancement that processes rules and intelligence signals from Amazon Connect Contact Lens. - Create a Rule in Amazon Connect That Identifies Intelligence Signals
Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria. - Enable Conversation Intelligence in Amazon Connect to Process the Rules
For Amazon Connect contact centers, you must enable Conversation Intelligence for Contact Lens in the ContactLensProcessorFunction Lambda function. This Lambda function processes the Contact Lens rules.