Controlling the solution's behavior - AI Powered Speech Analytics for Amazon Connect

Controlling the solution's behavior

The AI Powered Speech Analytics for Amazon Connect solution has flags you can use in the kvsConsumerTrigger AWS Lambda function which will then pass the attributes to the kvsTranscriber Lambda function. The following flags control the behavior of this solution.

Lambda function Default Description
transcribeCall true Enable call transcriptions.
saveCallRecording false Choose whether to save the audio captured from the live audio stream to the customer-defined Amazon S3 bucket.
languageCode en-US or es-US The language the customer selected when calling in, and transcribed to the agent using Amazon Transcribe. For more information on supported languages and codes, refer to Streaming Transcription in the Amazon Transcribe Developer Guide.

The kvsTranscriber Lambda function has the following flags that can be modified.

Lambda function Default Description
CONSOLE_LOG_TRANSCRIPT_FLAG true Activate call logging for transcripts in CloudWatch.
SAVE_PARTIAL_TRANSCRIPTS true Logs and saves all partial transcripts from Amazon Transcribe. If you set this to false you will only see the final result returned from Amazon Transcribe.
START_SELECTOR_TYPE now Used to tell Transcribe when to start the transcription. Use now to start transcription once the agent and customer are connected. Select FRAGMENT_NUMBER to start transcription once the Start Media Streaming block is invoked in the contact flow.

This solution includes an agentAssist.html file that contains a mapping of key phrases to suggested actions. You can customize this file to fit your needs. For example, the file contains a mapping that suggest the action to offer discount if Amazon Comprehend detects the key phrase cancel my service.