In your case, you might be more specific depending on your business.
In this case, I enter cancel, canceled, cancelled, manager, and supervisor. Now, I can enter the words or phrases to look for in the transcript. In the next three options, I choose to trigger the rule when any of the words are mentioned during the entire call, and the speaker is either the customer or the agent. In the Rule type dropdown, I select Transcript content match. I select REAL_TIME in the Category type dropdown. I enter Escalation as the name for the category. I choose Category Management from the navigation pane and then Create category. First, I create a category to be notified if some terms are used in the call that would require an escalation. To see how this works visually, I use the Amazon Transcribe console. Transcribe Call Analytics is a foundational API for AWS Contact Center Intelligence solutions such as post-call analytics and the updated real-time call analytics with agent assist solution using the new real-time capabilities.Įxploring Real-Time Call Analytics in the Console Agents can focus all their attention on the customer during the call instead of taking notes for entry in a CRM system because Transcribe Call Analytics includes an automated call summarization capability, which identifies the issue, outcome, and action item associated with a call. The in-call transcript also eliminates the need for customers to repeat themselves if the call is transferred to another agent. Transcribe Call Analytics also provides a real-time transcript of the live conversation that supervisors can use to quickly get up to speed on the customer interaction and assess the appropriate action. Developers can use those signals, along with sentiment trends from the API, to build a proactive system that alerts supervisors about emerging issues or assists agents with relevant information to solve customer issues. With a few clicks, supervisors and analysts can create categories in the AWS console to identify customer experience issues using criteria such as specific terms such as “not happy,” “poor quality,” and “cancel my subscription.” Transcribe Call Analytics analyzes in-progress calls in real time to detect when a category is met. Transcribe Call Analytics uses state-of-the-art machine learning capabilities to automatically assess thousands of in-progress calls and detect customer experience issues, such as repeated requests to speak to a manager or cancel a subscription. Real-time call analytics provides APIs for developers to accurately transcribe live calls and at the same time identify customer experience issues and sentiment in real time.
To assist agents in resolving live calls faster, we are introducing today real-time call analytics in Amazon Transcribe Call Analytics. For this reason, we launched Amazon Transcribe Call Analytics last year to help you analyze customer call recordings and get insights into issues and trends related to customer satisfaction and agent performance. The experience customers have when interacting with a contact center can have a profound impact on them.
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