Posted On: Aug 1, 2018

Amazon Transcribe is an automatic speech recognition (ASR) service that makes it easy for you to add speech-to-text capability to your applications. Amazon Transcribe now supports a feature called Channel Identification that processes audio featuring multiple channels, and produces a single transcript of the speech annotated by the channel on which it was spoken.

Contact centers stand to benefit significantly by using Channel Identification as they often produce transcriptions from multi-channel recordings of customer calls. Typically, an agent and a caller are recorded on separate channels, which are merged into a single audio file. For instance, contact center applications, like Amazon Connect, record agents’ and customers’ on different channels (e.g., the agent's voice is captured in the left channel, and the customer's in the right for a 2-channel stereo recording). Contact centers can submit the single audio file to Amazon Transcribe, which will identify the two channels and then produce a coherent merged transcript with channel labels. 

Channel Identification is available in all AWS Regions that Amazon Transcribe is available at no additional cost. For more information, visit this documentation page