The customer experience journey is comprised of conversations and interactions at every touchpoint, but bringing those interactions together in the contact center, or customer journey, has traditionally been a challenge.

By taking advantage of AWS-powered generative AI, organizations are able to:

• Transcribe and standardize every customer interaction

• Summarize, classify, and tag customer interactions across many dimensions

• Normalize and visualize customer interactions for discovery through a dashboard

• Create dynamic and personalized insights into the most actionable to impact business

Algorithms are deployed that identify sentiment, conversation complexity, entity extraction, topic modeling, and emerging topic identification; to provide a more granular level of topic identification and cross-referencing.

This solution includes the ability for organizations to search free text and explore the full conversations or summaries on their own, further aiding and improving the scale and efficiency of QA.