Category: Amazon Transcribe

October 2024: The contents of this post are outdated. Please refer to Summarize call transcriptions securely with Amazon Transcribe and Amazon Bedrock Guardrails for latest solution and code artifacts. Meeting notes are a crucial part of collaboration, yet they often fall through the cracks. Between leading discussions, listening closely, and typing notes, it’s easy for […]

Amazon Transcribe is a fully managed automatic speech recognition (ASR) service that makes it straightforward for you to add speech-to-text capabilities to your applications. Today, we are happy to announce a next-generation multi-billion parameter speech foundation model-powered system that expands automatic speech recognition to over 100 languages. In this post, we discuss some of the […]

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are […]

Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call. Call summarization is a valuable tool that helps contact centers understand and gain insights from customer calls. Additionally, accurate call summaries enhance the customer journey by eliminating the need for customers to repeat information when transferred to another agent. In this post, we explain how to use the power of generative AI to reduce the effort and improve the accuracy of creating call summaries and call dispositions. We also show how to get started quickly using the latest version of our open source solution, Live Call Analytics with Agent Assist.

This post is co-authored by Dhurjati Brahma, Senior Systems Architect at T-Mobile US, Inc and Jim Chao, Principal Engineer/Architect at T-Mobile US, Inc and Nicholas Zellerhoff Associate Systems Architect at T-Mobile US, Inc. T-Mobile US, Inc. provides a Voicemail to Text service to its customers, which allows customers to quickly read through their voicemails and […]

Multi-modal data is a valuable component of the financial industry, encompassing market, economic, customer, news and social media, and risk data. Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance. However, there are challenges associated with multi-modal data due to the complexity and lack […]

The increase in online social activities such as social networking or online gaming is often riddled with hostile or aggressive behavior that can lead to unsolicited manifestations of hate speech, cyberbullying, or harassment. For example, many online gaming communities offer voice chat functionality to facilitate communication among their users. Although voice chat often supports friendly […]

As a contact center agent, would you rather focus on having productive customer conversations or get distracted by having to look up customer information and knowledge articles that could exist in various systems? We’ve all been there. Having a productive conversation while multitasking is challenging. A single negative experience may put a dent on a […]

Amazon Transcribe is a speech recognition service that generates transcripts from video and audio files in multiple supported languages and accents. It comes with a rich set of features, including automatic language identification, multi-channel and multi-speaker support, custom vocabularies, and transcript redaction. Amazon Transcribe supports two modes of operation: batch and streaming. In batch mode, […]

Intelligent document processing (IDP) is a technology that automates the processing of high volumes of unstructured data, including text, images, and videos. IDP offers a significant improvement over manual methods and legacy optical character recognition (OCR) systems by addressing challenges such as cost, errors, low accuracy, and limited scalability, ultimately leading to better outcomes for […]