Transforming Interactions: Interaction Analytics

Our Interaction Analytics Solution utilizes a comprehensive suite of AWS services to provide deep analytical insights into every customer interaction. With minimal integration required, this powerful tool leverages AWS Transcribe, Lambda, S3, SQS, Bedrock, AWS Secrets Manager, and Quicksight to transform customer service processes. Below are the key capabilities of the solution:

1. Advanced Post-Call Analytics: After each call, the solution uses AWS Transcribe to provide detailed transcriptions, which are then analyzed for sentiment and conversation dynamics, extracting key insights that inform business strategies and agent training.

2. Call Attributes Analysis: Monitors detailed call attributes such as non-talk time, number of interruptions, and verification time, aiding in the continual refinement of interaction processes and protocols.

   • Non-Talk Time & Verification Time: Measures and optimizes periods of silence and verification durations to streamline interactions.
   • Control Over Call: Tracks how well agents manage call flow and customer engagement.
   • Interactions Above AHT: Identifies calls exceeding average handling time, with detailed reasons for overages.
   • Factors Contributing to High AHT: Analyzes specific elements leading to longer call durations, providing insights for operational adjustments.

3. Insights on Agent Performance: Utilizes AWS Quicksight to analyze performance data through interactive dashboard, offering clear metrics on agent efficiency and effectiveness, highlighting areas for potential improvement and training needs.

   • Solutions Offered by Agent: Analyzes the solutions proposed by agents, assessing their appropriateness and impact on customer satisfaction.
   • Techniques Used: Examines the methods and strategies used by agents during interactions to highlight effective practices and pinpoint areas for development.
   • Improvement Areas for Agents: Pinpoints specific areas where agents can enhance their skills and performance, backed by data-driven insights.

4. Sentiment analysis: Analyses customer, agent’s and overall sentiments, enhancing the understanding of customer emotions and satisfaction during interactions.

5. Individual Call Analytics & Agent Performance:

   • Individual Call Analytics: Offers granular insights into each call, allowing for precise feedback and agent coaching.
   • Agent Performance: Monitors and evaluates each agent’s effectiveness, providing a basis for performance improvement and skill development.

6. Scalable and Secure Data Handling: Employs AWS S3 for secure data storage and AWS Secrets Manager to manage sensitive information securely, ensuring scalability and data integrity across all operations