{"id":1391,"date":"2021-12-18T00:39:43","date_gmt":"2021-12-18T00:39:43","guid":{"rendered":"https:\/\/salarydistribution.com\/machine-learning\/2021\/12\/18\/post-call-analytics-for-your-contact-center-with-amazon-language-ai-services\/"},"modified":"2021-12-18T00:39:43","modified_gmt":"2021-12-18T00:39:43","slug":"post-call-analytics-for-your-contact-center-with-amazon-language-ai-services","status":"publish","type":"post","link":"https:\/\/salarydistribution.com\/machine-learning\/2021\/12\/18\/post-call-analytics-for-your-contact-center-with-amazon-language-ai-services\/","title":{"rendered":"Post call analytics for your contact center with Amazon language AI services"},"content":{"rendered":"
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Your contact center connects your business to your community, enabling customers to order products, callers to request support, clients to make appointments, and much more. Each conversation with a caller is an opportunity to learn more about that caller\u2019s needs, and how well those needs were addressed during the call. You can uncover insights from these conversations that help you manage script compliance and find new opportunities to satisfy your customers, perhaps by expanding your services to address reported gaps, improving the quality of reported problem areas, or by elevating the customer experience delivered by your contact center agents.<\/p>\n

Contact Lens for Amazon Connect<\/a> provides call transcriptions with rich analytics capabilities that can provide these kinds of insights, but you may not currently be using Amazon Connect<\/a>. You need a solution that works with your existing contact center call recordings.<\/p>\n

Amazon Machine Learning (ML) services like Amazon Transcribe Call Analytics<\/a> and Amazon Comprehend<\/a> provide feature-rich APIs that you can use to transcribe and extract insights from your contact center audio recordings at scale. Although you could build your own custom call analytics solution using these services, that requires time and resources. In this post, we introduce our new sample solution for post call analytics.<\/p>\n

Solution overview<\/h2>\n

Our new sample solution, Post Call Analytics (PCA), does most of the heavy lifting associated with providing an end-to-end solution that can process call recordings from your existing contact center. PCA provides actionable insights to spot emerging trends, identify agent coaching opportunities, and assess the general sentiment of calls.<\/p>\n

You provide your call recordings, and PCA automatically processes them using Transcribe Call Analytics and other AWS services to extract valuable intelligence such as customer and agent sentiment, call drivers, entities discussed, and conversation characteristics such as non-talk time, interruptions, loudness, and talk speed. Transcribe Call Analytics detects issues using built-in ML models that have been trained using thousands of hours of conversations. With the automated call categorization capability, you can also tag conversations based on keywords or phrases, sentiment, and non-talk time. And you can optionally redact sensitive customer data such as names, addresses, credit card numbers, and social security numbers from both transcript and audio files.<\/p>\n

PCA\u2019s web user interface has a home page showing all your calls, as shown in the following screenshot.
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You can choose a record to see the details of the call, such as speech characteristics.
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You can also scroll down to see annotated turn-by-turn call details.
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You can search for calls based on dates, entities, or sentiment characteristics.
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You can also search your call transcriptions.
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Lastly, you can query detailed call analytics data from your preferred business intelligence (BI) tool.
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PCA currently supports the following features:<\/p>\n