Posted On: Nov 27, 2022

We are excited to announce the general availability of real-time capabilities in Amazon Transcribe Call Analytics, a machine learning (ML) powered conversation insights API that enables developers to transcribe and analyze contact center audio calls for improving customer experience. Transcribe Call Analytics provides real-time insights into conversations to identify critical scenarios like a customer expressing dissatisfaction. Using these insights, developers can build a proactive system that assists agents with relevant information to solve customer issues, or alerts supervisors about emerging issues.

Transcribe Call Analytics combines powerful speech-to-text and natural language processing (NLP) models that are trained specifically to understand customer service and sales calls. With Transcribe Call Analytics, developers can get redacted and unredacted transcripts, and insights such as customer and agent sentiment, detected issues, and matched categories during the live call. Developers can also get the consolidated transcript and its associated analytics, along with further insights such as call summaries and conversation characteristics like non-talk time, interruptions, loudness, and talk speed, after the end of the call in an Amazon S3 bucket of their choice.

With Amazon Transcribe Call Analytics APIs, 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 please read our New for Amazon Transcribe - Real-Time Analytics During Live Calls' blog or documentation and get started by visiting the service console. AWS’ Live Call Analytics and Agent Assist open source solution now supports Transcribe Call Analytics real-time capabilities. You can start making test calls in a matter of minutes and easily deploy the solution with the contact center of your choice. For turnkey agent assist and call analytics applications, please reach out to AWS or an AWS Contact Center Intelligence (CCI) partner.