Enhance Customer Care with AI Powered Speech Analytics

Table of Contents

1. Introduction
2. What is the AI-powered speech analytic solution?
3. How to get started with the solution
4. Customer calling in process
5. The purpose of converting Voice to Text
6. Agent's view and translated version
7. Real-time Transcription and multilingual support
8. Sentiment analysis and context understanding
9. Post-call analysis and storage
10. Conclusion

🌟 Introduction

In this article, we will explore the AI-powered speech analytic solution developed by AWS for call centers. This innovative solution leverages AWS managed services, AI, and machine learning to enhance the customer care experience. We will dive into the key features and benefits of this solution, as well as understand how it works. So, let's get started!

🚀 What is the AI-powered speech analytic solution?

The AI-powered speech analytic solution is a feature-rich call center solution built on top of Amazon Connect, Amazon's managed contact center service. It utilizes a series of AWS managed services, AI, and machine learning technologies to provide advanced features for call centers. This solution is completely serverless and ready to deploy, allowing companies to enhance their customer care experience without the need to manage any complex infrastructure.

💡 How to get started with the solution

To get started with the AI-powered speech analytic solution, you can use the provided IaC (Infrastructure as Code) CloudFormation script. This script allows you to quickly spin up the entire solution in under 30 minutes. However, if needed, the solution is also modular and can be customized based on your specific business requirements.

☎️ Customer calling in process

When a customer calls into a call center, the audio stream is directed to Amazon Connect, the call center solution. Amazon Connect then takes the audio stream and feeds it into Amazon Kinesis Video Stream, which is a service for ingesting live video or audio streams. At this point, the audio is sent to Amazon Transcribe, an AWS machine learning service that converts speech to text. This transcription serves multiple purposes, such as providing a ready text for future reference and storing it in a DynamoDB table.

Pros:

• Ready transcription available for future reference
• Efficient storage of call transcripts in DynamoDB

Cons:

• None

🎯 The purpose of converting voice to text

The conversion of voice to text has a few important purposes within the AI-powered speech analytic solution. Firstly, it enables the call center to have a transcript of the call, which can be helpful for reference and analysis purposes. Secondly, the text is stored in a DynamoDB table, associating it with a specific customer call identifier. This allows for easy retrieval and isolation of specific transcripts in the future.

👩‍💼 Agent's view and translated version

When an agent logs in to the Amazon Connect console, they are provided with access to the transcriptions of customer calls. In addition to the original transcriptions, agents also have the option to view a translated version of the transcription. This translation is made possible through the use of Amazon Translate, an AWS service that offers real-time language translation capabilities. This feature is particularly useful in multilingual call centers, where agents and customers may speak different languages.

🌍 Real-time transcription and multilingual support

The AI-powered speech analytic solution excels at providing real-time transcriptions during live calls. While the customer is speaking, the transcription is being generated and made available to agents in real-time. This allows agents to have a clear understanding of what the customer is saying, even if they speak different languages. The combination of Amazon Transcribe and Amazon Translate enables seamless communication between agents and customers, regardless of language barriers.

Pros:

• Real-time transcription improves agent-customer communication
• Multilingual support enhances the customer care experience

Cons:

• None

😄 Sentiment analysis and context understanding

Another valuable feature offered by the AI-powered speech analytic solution is sentiment analysis and context understanding. The solution utilizes Amazon Comprehend, an AWS machine learning service, to analyze the transcribed text. This analysis helps agents gauge the sentiment of the customer, whether they are angry, happy, or neutral. Moreover, Amazon Comprehend extracts keywords and provides additional context about the conversation, including specific products or services Mentioned.

Pros:

• Sentiment analysis enhances customer interaction
• Context understanding aids in addressing customer needs efficiently

Cons:

• None

📚 Post-call analysis and storage

Once the call is completed, the AI-powered speech analytic solution stores the transcript and analysis results in an S3 bucket. Amazon S3 (Simple Storage Service) provides secure, scalable, and Durable object storage for long-term retention. Storing the transcripts and analysis results allows for future analytics and insights. Call center managers can review past conversations, identify trends, and improve their customer care strategies based on the collected data.

🔚 Conclusion

In conclusion, the AI-powered speech analytic solution offered by AWS brings advanced capabilities to call centers. By leveraging AWS managed services, AI, and machine learning, this serverless solution enables companies to deliver a feature-rich customer care experience. From real-time transcriptions to multilingual support, sentiment analysis, and post-call analysis, this solution empowers call centers with valuable insights and enhanced customer interactions. With easy deployment and customization options, this solution is a Game-changer for call centers of all sizes.

Highlights:

• The AI-powered speech analytic solution enhances customer care in call centers.
• Real-time transcriptions and multilingual support improve communication.
• Sentiment analysis and context understanding provide insights into customer needs.
• Post-call analysis enables data-driven decision making.
• Easy deployment and customization options make it accessible for all call centers.

FAQ:

1. Q: Can the AI-powered speech analytic solution be customized based on specific business requirements?

   • A: Yes, the solution is modular and can be customized to meet specific business needs.

2. Q: How long does it take to deploy the AI-powered speech analytic solution?

   • A: The solution can be deployed in under 30 minutes using the provided IaC CloudFormation script.

3. Q: What languages are supported by the multilingual feature?

   • A: The multilingual support feature utilizes Amazon Translate, which supports a wide range of languages.

4. Q: Can the transcripts and analysis results be used for analytics and insights?

   • A: Yes, the solution stores the transcripts and analysis results in an S3 bucket, allowing for future analytics and insights.

5. Q: Is the AI-powered speech analytic solution suitable for both small and large call centers?

   • A: Yes, the solution is designed to be scalable and can be used by call centers of all sizes.