Amazon Transcribe Call Analytics
Amazon Transcribe Call Analytics is an ML-powered API for generating highly accurate call transcripts and extracting conversation insights to improve customer experience and agent productivity. With Transcribe Call Analytics, developers can analyze call recordings to get turn-by-turn call transcripts and actionable insights that can be added into their call applications. The API combines powerful speech-to-text and natural language processing (NLP) models that are trained specifically to understand customer service and sales calls.
With Transcribe Call Analytics, companies can get valuable intelligence such as customer and agent sentiment, call drivers, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed. The automated call categorization capability tags conversations based on keywords, phrases, sentiment, and non-talk time. The API output is available in your Amazon Simple Storage Service (Amazon S3) bucket in the JSON format. Using this information, contact center supervisors can better understand customer-agent interactions, identify trending issues, and track performance metrics. Further, the API can help customers detect and redact sensitive information such as names, addresses, and credit card information from both call transcripts and audio recordings.
How it works
Benefits
Reduce implementation complexity
Transcribe Call Analytics removes the “undifferentiated heavy lifting” needed to put together a pipeline of multiple AI services and create dedicated ML models. You can add Transcribe Call Analytics as an API output to any contact center or sales call application quickly, reducing implementation time.
Easily gain ML-powered insights
Transcribe Call Analytics comes with natural language processing models that are pre-trained on conversational data and optimized to provide accurate call transcripts and actionable insights that can improve customer experience and agent productivity. No ML expertise is needed to build, train, and maintain these models.
Use your existing contact center
You can use Transcribe Call Analytics to analyze and gain valuable insights from the contact center of your choice. As an API, Transcribe Call Analytics gives you the flexibility to add these capabilities into call application such as customer service, sales, and more.
Features
Improve contact center productivity with call summarization
Generate call summaries to help agents focus on providing excellent customer experiences and increase productivity post-call by automatically capturing key parts of the customer conversation (e.g. issue, outcomes, or action items). Managers can quickly review these summaries without reviewing the entire transcript to understand the context of an interaction and investigate any customer issues.
Extract detailed call analytics & conversation insights
Using the power of machine learning, you can quickly apply speech-to-text and natural language processing capabilities to uncover valuable conversation insights. You can then integrate insights such as customer and agent sentiment, detected issues, and speech characteristics like non-talk time, interruptions, and talk-speed into your inbound and outbound call analytics applications. This can help your supervisors more readily identify potential customer issues, agent coaching opportunities, and call trends.
Improve compliance & monitoring with automated call categorization
Monitor your calls at scale to track compliance with company policies or regulatory requirements. Build and train your own custom categories based on your specified criteria (e.g. words/phrases or conversation characteristics). For example, you can setup category labels to see what percentage of calls are upsells or account cancellation.
Protect sensitive customer data
Conversations often contain sensitive customer data such as names, addresses, credit card numbers, and social security numbers. Transcribe Call Analytics helps customers identify and redact this information from both the audio and text.
Resources
Post call analytics for your contact center with Amazon language AI services
Andrew Kane, Connor Kirkpatrick, Franco Rezabek, Steve Engledow, and Bob Strahan
Live call analytics for your contact center with Amazon language AI services
Bob Strahan, Sagar Khasnis, Oliver Atoa, and Court Schuett
Get started with the Amazon Transcribe Call Analytics
Get started building with Amazon Transcribe Call Analytics in the AWS Management Console.