Overview - AI Powered Speech Analytics for Amazon Connect

Overview

The AI Powered Speech Analytics for Amazon Connect solution provides customer insights in real time, helping agents and supervisors better understand and respond to customer needs. Using this solution, contact center agents can focus on the caller and track customer sentiment to resolve issues more effectively, improving the overall customer experience. Supervisors can review the call data, analyze the information, and provide timely feedback to agents. This solution includes pre-trained AWS artificial intelligence (AI) services that help you to transcribe, translate, and analyze each customer interaction in Amazon Connect, and presents this information to assist contact center agents during their conversations

This solution uses the following AWS services:

  • Amazon Transcribe to perform real-time speech recognition and create a high-quality text transcription of each call into text.

  • Amazon Comprehend to analyze the interaction, detect the sentiment of the caller, and identify keywords and phrases in the conversation.

  • Amazon Translate to translate the conversation into an agent’s preferred language.

You can use the transcribed information with your knowledge management and customer relationship management (CRM) systems to suggest responses or recommended solutions to better respond to the caller's needs. Additionally, this solution stores the original audio files and conversation transcripts for later review or analysis.

This guide provides infrastructure and configuration information for planning and deploying this solution in the AWS Cloud.

Cost

You are responsible for the cost of the AWS services used while running this solution. As of March 2021, the cost for running this solution with default settings in the US East (N. Virginia) Region (excludes free tier) for a five-minute call is approximately $0.15 for the call and $0.06 per day for the Direct Inward Dial (DID) number for Amazon Connect.

Table 1: Amazon Connect costs for a five-minute call

AWS service Dimensions Cost
Amazon Connect Voice usage service charge: at $0.018 per minute * 5 Minutes $0.09000/5 min call

Telephony pricing/per minute inbound usage:

at $0.0120 per minute * 5 Minute

$0.06000/5 min call
At $0.06 per day * 1 day $0.06000/day

The additional costs for the five-minute call when deploying the AWS CloudFormation template using the default configuration (AWS Lambda) and other AWS services is approximately $0.67 for the call. Refer to Table 2 for a cost breakdown.

If deploying the template using the alternative configuration (AWS Fargate), the cost for the five-minute call is approximately $1.06 for the call. Refer to Table 3 for a cost breakdown. These cost estimates assume the solution processes 180 words per minute and two segments (customer and agent) per minute.

Cost estimate when deploying using AWS Lambda

By default, this solution deploys with AWS Lambda to process the audio from customer calls. Besides Amazon Connect costs provided in Table 1, the following table provides example costs based on a five-minute call for the other AWS services needed to run the solution.

Table 2: Cost estimate using AWS Lambda

AWS service Dimensions Cost for a five-minute call
Amazon API Gateway $0.25/million connection minutes * 5 minutes $0.00000
$1.00/million messages * 500 messages $0.00050
Amazon CloudFront $0.0100 per 10,000 HTTPS requests * 52.000 requests $0.00005
$0.085 per GB * 0.006 GB data transfer out $0.00051
Amazon CloudWatch $0.50 per GB * 0.002 GB for log data ingestion $0.00100
$0.03 per GB * 0.000016 GB/month for logs storage $0.00000
Amazon Comprehend $0.0001 per unit * 168 units for entity detection $0.01680
$0.0001 per unit * 168 units for key phrase detection $0.01680
$0.0001 per unit * 489 units for sentiment analysis $0.04890
Amazon DynamoDB $0.00013 per RCU * 360 read capacity $0.04680
$0.00065 per WCU * 360 write capacity $0.23400
$0.02 per 100,000 DynamoDB streams read request units * 1 $0.00000
$0.25 per GB * 0.00000144 GB/month storage $0.00000
Amazon Kinesis Video Streams $0.0085 per GB of data read from Kinesis Video Streams * 0.009 GB $0.00008
$0.0085 per GB of data ingested into Kinesis Video Streams * 0.005 GB $0.00004
$0.023 Per GB/month of data stored in Kinesis Video Streams * 0.000234 GB/month $0.00001
AWS Key Management Service $0.03 per 10,000 requests * 577 requests $0.00173
AWS Lambda $0.0000166667 for every GB/second * 466.592 seconds $0.00778
$0.20 per 1M requests * 527.000 requests $0.00011
Amazon Simple Storage Service $0.005 per 1,000 PUT, COPY, POST, or LIST requests * 90.000 requests $0.00045
$0.004 per 10,000 GET and all other requests * 7,517.000 requests $0.00301
$0.023 per GB - first 50 TB/month of storage used * 0.006 GB/month $0.00014
Amazon Transcribe $0.00040 streaming transcriptions per second * 208.770 seconds $0.08351
Total cost for a 5-minute call: $0.67222
Important

Different AWS services have different units of measurement for determining a cost estimate. As a result, do NOT multiply the example call time in this example cost breakdown table to calculate an estimate for longer calls. We recommend creating a budget through AWS Cost Explorer to help manage costs.

Cost estimate when deploying using AWS Fargate

This solution provides an alternative deployment configuration using AWS Fargate to process the audio from customer calls. Besides Amazon Connect costs provided in Table 1, the following table provides example costs based on a five-minute call for the other AWS services needed to run the solution.

Table 3: Cost estimate using AWS Fargate

AWS service Dimensions Cost for a five-minute call
Amazon API Gateway $0.25/million connection minutes * 5 minutes $0.00000
$1.00/million messages * 486 messages $0.00049
Amazon CloudFront $0.0100 per 10,000 HTTPS requests * 132 requests $0.00013
$0.085 per GB * 0.003 GB data transfer out $0.00026
Amazon CloudWatch $0.10 per alarm * 0.099 alarms $0.00990
$0.30 per metric * 0.817 metrics $0.24510
$0.50 per GB * 0.008 GB log data ingestion $0.00400
$0.03 per GB * 0.000048 GB/month logs storage $0.00000
Amazon Comprehend $0.0001 per unit * 162 units for entity detection $0.01620
$0.0001 per unit * 162 units for key phrase detection $0.01620
$0.0001 per unit * 372 units for sentiment analysis $0.03720
Amazon DynamoDB $0.00013 per RCU * 360 read capacity $0.04680
$0.00065 per WCU * 360 write capacity $0.23400
$0.02 per 100,000 DynamoDB streams read request units * 1 $0.00000
$0.25 per GB * 0.000000510 GB/month storage $0.00000
Amazon Kinesis Video Streams $0.0085 per GB of data read from Kinesis Video Streams * 0.010 GB $0.00009
$0.0085 per GB of data ingested into Kinesis Video Streams * 0.005 GB $0.00004
$0.023 Per GB/month of data stored in Kinesis Video Streams * 0.000104 GB/month $0.00000
AWS Key Management Service $0.03 per 10,000 requests * 601 requests $0.00180
AWS Lambda $0.0000166667 for every GB/second * 11.479 seconds $0.00019
$0.20 per 1M requests * 493.000 requests $0.00010
Amazon Simple Storage Service $0.005 per 1,000 PUT, COPY, POST, or LIST requests * 90.000 requests $0.00045
$0.004 per 10,000 GET and all other requests * 7,517.000 requests $0.00301
$0.023 per GB - first 50 TB/month of storage used * 0.006 GB/month $0.00014
Amazon Transcribe $0.00040 streaming transcriptions per second * 250.487 seconds $0.10019
Amazon Elastic Container Registry $0.10 per GB/month of data storage * 0.004 GB/month $0.00040
Amazon Elastic Compute Cloud $0.045 per GB data processed by NAT Gateways * 0.485 GB $0.02183
$0.045 per NAT Gateway hour * 1 hour $0.04500
Amazon Elastic Container Service $0.004445 per GB per hour * 1 hour $0.00445
$0.04048 per vCPU per hour * 1 hour $0.04048
AWS Key Management Service $0.03 per 10,000 requests * 601 requests $0.00180
Amazon Simple Queue Service At $0.40 per 1 million requests * 15 requests $0.00001
AWS CodeBuild At $0.005 per build minute * 3 minutes $0.01500
Total cost for a 5-minute call: $1.05525
Important

Different AWS services have different units of measurement for determining a cost estimate. As a result, do NOT multiply the example call time in this example cost breakdown table to calculate an estimate for longer calls. We recommend creating a budget through AWS Cost Explorer to help manage costs.

Prices are subject to change. For full details, refer to the pricing webpage for each AWS service you will be using in this solution.