Posted On: Jun 18, 2019

AI Powered Speech Analytics for Amazon Connect is a solution that provides customer insights in real time, and helps agents and supervisors better understand and respond to customer needs so they can resolve customer issues and improve the overall customer experience. The solution includes pre-trained AWS artificial intelligence (AI) services that enable customers to transcribe, translate, and analyze each customer interaction in Amazon Connect, and presents this information to assist contact center agents during their conversations.

The solution combines Amazon Transcribe to perform real-time speech recognition and create a high-quality text transcription of each call into text; Amazon Comprehend to analyze the interaction, detect the sentiment of the caller, and identify keywords and phrases in the conversation; and Amazon Translate to translate the conversation into an agent’s preferred language. To learn more about AI Powered Speech Analytics for Amazon Connect, see the solution webpage.

Additional AWS Solutions offerings are available on the AWS Solutions webpage, where customers can browse solutions by product category or industry to find AWS-vetted, automated, turnkey reference implementations that address specific business needs.