Overview - AI Powered Speech Analytics for Amazon Connect

Overview

The AI Powered Speech Analytics for Amazon Connect solution provides customer insights in real time, and helps agents and supervisors better understand and respond to customer needs so they can resolve customer issues and improve the overall customer experience. The solution includes pre-trained AWS artificial intelligence (AI) services that enable customers to transcribe, translate, and analyze each customer interaction in Amazon Connect, and presents this information to assist contact center agents during their conversations.

The solution combines 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; and 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, the 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.

Cost

You are responsible for the cost of the AWS services used while running this solution. As of the date of publication, the total cost for running this solution with default settings in the US East (N. Virginia) Region is approximately $0.04 per minute of call time. This cost estimate assumes the solution processes 180 words per minute and two segments per minute. Prices are subject to change. For full details, see the pricing webpage for each AWS service you will be using in this solution.