What does this AWS Solutions Implementation do?

The AI Powered Speech Analytics for Amazon Connect solution provides customer insights in real time, and helps agents and supervisors better understand and respond to customer needs so they can resolve customer issues and improve the overall customer experience. The solution includes pre-trained AWS artificial intelligence (AI) services that enable customers to transcribe, translate, and analyze each customer interaction in Amazon Connect, and presents this information to assist contact center agents during their conversations.

The solution combines Amazon Transcribe to perform real-time speech recognition and create a high-quality text transcription of each call into text; Amazon Comprehend to analyze the interaction, detect the sentiment of the caller, and identify keywords and phrases in the conversation; and Amazon Translate to translate the conversation into an agent’s preferred language. You can use the transcribed information with your knowledge management and customer relationship management (CRM) systems to suggest responses or recommended solutions to better respond to the caller's needs.

AWS Solutions Implementation overview

AWS offers a solution that provides the combination of speech-to-text transcription, multi-language translation, and insights for agents and supervisors all in real time. The diagram below presents the architecture you can automatically deploy using the solution's implementation guide and accompanying AWS CloudFormation template.

AI Powered Speech Analytics for Amazon Connect | Architecture Diagram
 Click to enlarge

AI Powered Speech Analytics for Amazon Connect architecture

This AI Powered Speech Analytics for Amazon Connect solution extends your existing Amazon Connect environment by using the included AWS CloudFormation template to deploy the AWS services necessary to transcribe, translate, and analyze customer interactions. When a customer calls into your Amazon Connect call center, their call progresses through a contact flow, customer audio is streamed in real time through Amazon Kinesis Video Streams. An AWS Lambda function consumes the audio stream and uses Amazon Transcribe to convert the audio into text. The Lambda function then stores the transcript segments and contact ID in an Amazon DynamoDB table.

Once the call is routed to the agent, an agent desktop user interface (UI) establishes a WebSocket connection to an Amazon API Gateway. The customer audio transcript is made available in real time to the agent desktop. Additionally, the solution leverages Amazon Translate and Amazon Comprehend to allow agents to get translated and annotated transcripts so they can quickly find the relevant information and perform recommended actions. Contact center supervisors can mine the contact trace records for additional insights to improve the overall customer experience. The captured transcripts will be uploaded to the solution-created Amazon Simple Storage Service (Amazon S3) bucket, with the Amazon S3 location added as an attribute to the Amazon Connect contact trace record.

AI Powered Speech Analytics for Amazon Connect

Version 1.0.2
Last updated: 03/2020
Author: AWS

Estimated deployment time: 20 min

Source Code  CloudFormation template 
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Speech to text translation

Real-time speech-to-text translation improves customer engagement by keeping agents focused on customer interactions rather than tasks such as note-taking.

Entity detection and keyword spotting

AI powered entity detection to find references to people, places, and organizations, and keyword spotting.

Pre-trained AI services

The solution uses pre-trained AI models eliminating the need to manually train models.

Native-language call transcriptions

Agents receive real-time call transcriptions in their preferred language to better understand and respond to customer requests.

API to share insights

When insights are used with your knowledge management and CRM systems, agents are provided actionable recommendations in real time.
Solving with Solutions: AI Powered Speech Analytics for Amazon Connect
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