For example, we can choose to identify personal data such as email addresses or redact financial data like bank account numbers.įor no extra cost, I can turn on Post-Call Analytics (PCA), so at the end of a call, I get a transcript of the job output into an Amazon Simple Storage Service (Amazon S3) bucket. We can configure the personally identifiable information (PII) identification and redaction settings by choosing Configure advanced settings. We have selected Real-Time Analytics in the navigation pane. For example, if subscriptions are your business, you can look for the phrase cancel my subscription. In your case, you might be more specific depending on your business. In this case, enter cancel, canceled, canceled, manager, and supervisor. Now, enter the words or phrases to look for in the transcript. Now, choose to trigger the rule when any words are mentioned during the entire call, and the speaker is either the customer or the agent. Select Transcript content match in the Rule type dropdown. Then, choose Create from scratch in the Category creation method.Ĥ. Enter the name of a Category you want, and select REAL_TIME in the Category type dropdown. Click on Category Management from the navigation pane and then click on Create Categoryģ.
Open Amazon Transcribe Service in your AWS account.From there, we’re ready to start gathering real-time analytics data!Įxploring Real-Time Call Analytics in the Console After that, follow the steps listed in the Amazon documentation for setting up your web server with PHP support. First, sign into The Amazon account and access the Transcribe tool via amazonservices-webscapes/transcribe-service/. We only need an Amazon account and a web server with PHP support. To help enterprises deliver better customer service and experiences, AWS has updated its Automated Speech Recognition (ASR) service, Amazon Transcribe, to offer real-time call analyticsĪdding real-time analytics to our websites to gather analytics data is easy. Real-time call analytics offers APIs for developers to transcribe live calls accurately while identifying real-time customer experience issues and sentiment. According to Amazon Transcribe Call Analytics, consumers can identify and remove customer information, such as names, from audio and text recordings using the transcription.Īmazon Transcribe Call Analytics also provides real-time transcripts of real-time conversations, which supervisors can use to quickly gain insight into customer interactions and evaluate the appropriate actions. AWS customers can gain valuable insights from their customer’s conversations, like client and agent sentiments and characteristics of conversations such as non-talk time, interruptions, volume, and speaking rate, using Amazon Transcribe Call Analytics.
It is possible to integrate customer sentiments and agent concerns, such as unspoken time, interruptions, and conversation rate, into a call analytics tool once the data is analyzed. With this information, your supervisors can identify potential customer issues, training opportunities for agents, and call trends more quickly. This will help your agents and supervisors better understand customer conversations more accurately. The call transcript also removes the need for customers to repeat themselves if a call is transferred to a different agent. This data is crucial in building custom user experiences. Additionally, real-time analytics allows organizations to track the most popular words and phrases used by their audience members. These corrections are much faster with real-time analytics versus waiting until the transcription is finished. It’s especially useful for video files where multiple people can speak simultaneously. Real-time analytics allow for quick feedback and corrections for speech or audio files.
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