Posted On: Mar 22, 2022

Amazon Transcribe Call Analytics announces support for call summarization, a machine learning (ML) capability that helps improve the productivity of contact center agents and managers so they can focus on providing excellent customer experiences. Using the Transcribe Call Analytics API, developers and independent software vendors (ISVs) can analyze audio recordings and add call analytics to their applications without needing any ML expertise.

Contact center agents typically spend several minutes after each call summarizing notes, and managers spend a significant amount of time listening to call recordings or reading transcripts when they are investigating customer issues. Call summarization consistently and accurately captures key parts of the customer interaction, and enables agents to revisit the summary when following up with a customer for resolving an issue. Managers can view the call summary to quickly understand the context of an interaction without reading the whole transcript.

With call summarization, Transcribe Call Analytics identifies key parts of the customer conversation, assigns a label (e.g. issue, outcome, or action item), and provides these call summary components in an output file in an Amazon Simple Storage Service (Amazon S3) bucket. Other Transcribe Call Analytics API outputs such as turn-by-turn transcript, customer and agent sentiment, detected issue, and matched call categories are also available in the same file. Developers and ISVs can use this output file to display the call summary in their own contact center application or store it in their Customer Relationship Management (CRM) system.

Transcribe Call Analytics’ call summarization capability is supported for English and is available in the US West (Oregon), US East (N. Virginia), Canada (Central), Europe (London), Europe (Frankfurt), Asia Pacific (Mumbai), Asia Pacific (Singapore), Asia Pacific (Seoul), Asia Pacific (Tokyo), and Asia Pacific (Sydney) AWS Regions. Please visit the documentation to learn more about using Transcribe Call Analytics’ call summarization. To get started quickly, try this Post Call Analytics open source solution.