Amazon Connect - Contact lens : Identify speaker idendity?

Hi Raghul,

Not for Contact Lens, but Amazon Connect Voice ID is capable of identifying caller voice characteristics https://aws.amazon.com/connect/voice-id

Although Contact Lens isn't capable of voice identification, it can do transcription and analyze customer sentiment https://aws.amazon.com/connect/contact-lens/#:~:text=Amazon%20Connect%20Contact%20Lens%20provides,a%20better%20overall%20customer%20experience

If this helps answer your question, please choose this as the Accepted Answer so others on re:Post may benefit - Thank you!

Amazon Connect Contact lens transcribes the voice conversation into text and analyzes specific characteristics like talk speed (for both agent and customer), interruptions (agent or customer talk over each other), sentiment (agent and customer), idle time (when no one speaks). This means that you cannot use Amazon Connect to identify the customer. Voice Id DOES NOT identify the customer either, but allows you to VERIFY the identity. The way it works is: customer can opt in, at which point the system records and creates the voice print of the customer. This voice print is stored in the Voice ID domain and is keyed by a unique identifier of the customer. It is up to the designer of the system which unique identifier to use: some companies use specific CRM Ids (like customer number or account number), while others may use phone number or email address, provided they are uniquely identifying the customer. When the customer contacts you, you will have to first identify who they are then, based on that unique identifier you can verify their identity by matching their voice with their voice print. I hope this helps.