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AWS Solutions Library

Guidance for Post Call Analytics on AWS

Overview

This Guidance demonstrates a scalable, cost-effective approach to post-call analytics that uses AWS pre-trained artificial intelligence (AI) services. It helps you gather actionable insights by using AI to transcribe and analyze customer conversations. Through advanced natural language processing, this Guidance extracts intent, context, and sentiment cues from these transcripts, allowing you to spot emerging trends and pinpoint areas for improvement. You also gain greater visibility into agent performance, surfacing coaching opportunities to enhance customer experiences.

How it works

These technical details feature an architecture diagram to illustrate how to effectively use this solution. The architecture diagram shows the key components and their interactions, providing an overview of the architecture's structure and functionality step-by-step.

Download the architecture diagram

Well-Architected Pillars

The architecture diagram above is an example of a Solution created with Well-Architected best practices in mind. To be fully Well-Architected, you should follow as many Well-Architected best practices as possible.

Data, such as speaker sentiment analysis and how well a customer’s internal compliance rules are met, is used to identify how effective contact center agents are at handling customer calls. The same data identifies the topics and entities discussed in the call. All of this data can be visualised in QuickSight to help business analysts identify trends from a customer’s perspective and potential training needs for agents. 

Read the Operational Excellence whitepaper 

All data is encrypted both in motion and at rest, and can use customer-controlled AWS Key Management Service (AWS KMS) keys for this encryption. The solution is entirely serverless, but the AWS Lambda components can optionally run within a customer’s VPC, accessing external services such as Amazon Transcribe and Amazon S3 only through a customer’s approved endpoints.

Read the Security whitepaper 

The solution is entirely serverless, and each of those services (Amazon Transcribe, Amazon S3) operate using multiple Availability Zones in a resilient fashion.

Read the Reliability whitepaper 

The solution scales usage of its serverless components as it needs to, both up and down, in order to handle the concurrent processing of potentially thousands of calls or those times when there are no pending calls to process.

Read the Performance Efficiency whitepaper 

The solution only uses serverless components when there is an active call audio file to process, minimizing the incurred costs as much as possible. If required, the original audio files can be archived to lower cost long-term storage on a customer-specified schedule in order to minimize storage costs. 

Read the Cost Optimization whitepaper 

By using managed services and dynamic scaling, we minimize the environmental impact of the backend services.

Read the Sustainability whitepaper 

Disclaimer

The sample code; software libraries; command line tools; proofs of concept; templates; or other related technology (including any of the foregoing that are provided by our personnel) is provided to you as AWS Content under the AWS Customer Agreement, or the relevant written agreement between you and AWS (whichever applies). You should not use this AWS Content in your production accounts, or on production or other critical data. You are responsible for testing, securing, and optimizing the AWS Content, such as sample code, as appropriate for production grade use based on your specific quality control practices and standards. Deploying AWS Content may incur AWS charges for creating or using AWS chargeable resources, such as running Amazon EC2 instances or using Amazon S3 storage.