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Addressing these challenges, AWS says, Amazon Transcribe Call Analytics provides a simpler solution.Īccording to AWS, key capabilities of the Amazon Transcribe Call Analytics key features include: They often need to analyze more than phone calls, such as web-based audio and video calls, but typically have had to do this by stitching AI services and dedicated ML models together. Similarly, salespeople try to gauge customer interest, and their reaction to a particular sales pitch.ĪWS says many customers and partners have expressed the need to add call analytics capabilities in different applications, regardless of their contact center provider. For example, it’s important for customer service teams to figure out the main reasons why customers are calling them, and measure customer satisfaction during these calls.
This holistic view of customer conversations can be applied to customer service calls, sales video calls, or web-based audio interactions running on any contact center provider.Īmazon Transcribe Call Analytics is a new addition to Transcribe and a key enhancement to AWS Contact Center Intelligence.Īccording to AWS, each discussion with potential or existing customers is an opportunity to learn about their needs and expectations.
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