Posted On: Aug 4, 2021

Today, we are excited to announce Amazon Transcribe Call Analytics, a new machine learning (ML) powered conversation insights API that enables businesses to improve their customer experience and agent productivity. Using Transcribe Call Analytics API, you can analyze call recordings to get turn-by-turn call transcripts and actionable insights. Businesses can better understand customer-agent interactions, identify trending issues, and track performance metrics. The API combines powerful speech-to-text and natural language processing (NLP) models that are trained specifically to understand customer service and sales calls. Transcribe Call Analytics allows developers and independent software vendors (ISVs) to add call analytics in their applications, without the need for any ML expertise. 

With Transcribe Call Analytics, businesses can get valuable intelligence such as customer and agent sentiment, call drivers, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed. Using the automated call categorization capability, you can also tag conversations based on keywords/phrases, sentiment, and non-talk time. Conversations often contain sensitive customer data such as names, addresses, credit card numbers, and social security numbers. Transcribe Call Analytics helps you identify and redact this information from both the audio and text. All the API outputs are made available to you in an Amazon Simple Storage Service (Amazon S3) bucket.

With Amazon Transcribe Call Analytics API, you only pay for what you use, based on the number of call minutes. There are no required up-front payments, long-term commitments, or minimum monthly fees. You can find more information on the Transcribe pricing page.

To learn more, check out our blog, Extracting Insights from Customer Conversations with Amazon Transcribe Call Analytics or visit Amazon Transcribe Call Analytics documentation. For turnkey call analytics solutions, please reach out to any of our AWS Contact Center Intelligence (CCI) partners.