Programmatic access to extracted information

Extracted information can be accessed programmatically through the following channels:

• Amazon S3 – Contact analysis output files (after-call work and post-contact processing)

• API – Real-time contact analysis segments (after-call work only)

• Amazon Kinesis – Real-time event delivery (after-call work only)

Extracted information in Amazon S3

Extracted information is included in the contact analysis output written to Amazon S3. This includes information extracted during after-call work and during post-contact processing.

The following is an example of the extracted information structure in the JSON output:

{
  "ExtractedInformation": {
    "Extractions": [
      {
        "Name": "Flight number",
        "DisplayLabel": "Flight #",
        "Value": "XX123",
        "PointsOfInterest": [
          {
            "BeginOffsetMillis": 15230,
            "EndOffsetMillis": 18450
          }
        ]
      },
      {
        "Name": "Next steps promised",
        "Value": "Refund to be processed within 7 days",
        "PointsOfInterest": [
          {
            "BeginOffsetMillis": 19010,
            "EndOffsetMillis": 22690
          }
        ]
      }
    ]
  }
}

Each extraction includes:

• Name — The extraction definition name.

• DisplayLabel — The display label, if configured.

• Value — The extracted information from the contact.

• PointsOfInterest — The timestamp offsets in the recording where the information was mentioned (voice contacts only).

Extracted information through API

You can retrieve extracted information generated during after-call work programmatically using the following APIs:

• ListRealtimeContactAnalysisSegments — Returns extracted information segments for voice contacts during after-contact work.

• ListRealtimeContactAnalysisSegmentsV2 — Returns extracted information segments for chat contacts during after-contact work.

Extracted information through Amazon Kinesis

If your Connect Customer instance is configured to send conversational analytics to Amazon Kinesis Data Streams, extracted information events generated during after-call work are delivered to your Kinesis stream as they are produced.

For more information, refer to Use streaming for contact analysis.