Enhance Customer Interactions and Elevate Your Business with Gen AI

SpeakSense-AI Interaction Analytics is a cutting-edge solution that harnesses the power of Generative AI, integrated with AWS Cloud services, to unlock actionable insights from customer interactions across multiple channels, including voice calls, chat conversations, and social media feedback. By leveraging advanced natural language processing (NLP) and machine learning technologies on AWS, this solution enables businesses to gain a holistic understanding of customer sentiment, preferences, pain points, and opportunities for improvement.

• Initial Assessment and Requirements Gathering: Conduct stakeholder interviews and analyze existing systems and infrastructure to understand needs and data sources.
• Customization Based on Identified Needs: Tailor the solution by defining prompts for Generative AI models, configuring data pipelines, and customizing dashboards to meet specific requirements using AWS services.
• Validation and Quality Assurance: Thoroughly test the customized solution, validating accuracy across transcription, entity detection, scoring, summarization, and natural language querying.
• Deployment: Deploy the validated solution to production using automated strategies and ensure seamless integration with existing systems.
• Monitoring: Implement monitoring and alerting mechanisms in AWS CloudWatch to track performance metrics, accuracy levels, and ensure ongoing model effectiveness.
• Continuous Support and Optimization: Provide ongoing support, optimize performance, introduce new features, and integrate the latest advancements in AI/NLP.

Deliverables

• Audio Transcription and Speaker Diarization: Accurately transcribe audio into text, separate speakers, and extract key features like silences, interruptions, and words per minute.
• Entity Detection: Precisely identify call drivers, agent resolutions, mentioned products, threats of service cancellation, competitor mentions, and other critical indicators.
• Agent Scoring: Automate quality monitoring of agent performance from beginning to end of calls.
• Call Summarization: Automate comprehensive post-call activities, including summarizing call reasons for CRM systems.
• Dashboards: Access a suite of intuitive visualizations in AWS QuickSight to track key performance indicators (KPIs).
• Natural Language Query: Engage in interactive web chat for asking questions and receiving answers in natural language, leveraging interaction summaries.