Analyzing call center audio with Call Analytics - Amazon Transcribe

Analyzing call center audio with Call Analytics

Use Amazon Transcribe Call Analytics to gain insight into customer-agent interactions. Call Analytics provides you with:

Call Analytics can also help increase staff productivity by reducing the need for manual note-taking after each call. It also reduces the time required by supervisors to read transcripts or listen to audio recordings.

Call Analytics use cases

  • Monitor issue frequency over time: Use call categorization to identify recurring keywords within your transcripts.

  • Gain insight into your customer service experience: Use call characteristics (non-talk time, talk time, interruptions, voice loudness, talk speed) and sentiment analysis to determine if customers' issues are being appropriately resolved during their call.

  • Ensure regulatory compliance or adherence to company policy: Set keywords and phrases for company-specific greetings or disclaimers to verify your agents are meeting regulatory requirements.

  • Improve handling of customer data: Use transcript and audio redaction to protect customer privacy.

  • Improve staff training: Use criteria (sentiment, non-talk time, interruptions, talk speed) to flag transcripts that can be used as examples of positive or negative customer interactions.

  • Measure staff efficacy in creating a positive customer experience: Use sentiment analysis to measure if your agents are able to turn a negative customer sentiment into a positive one as calls progress.

  • Improve data organization: Label and sort calls based on custom categories (including keywords and phrases, sentiment, talk time, and interruptions).

  • Quickly summarize the important aspects of a call without needing to review the entire transcript: Use automatic call summarization to get a succinct summary of all issues, action items, and outcomes identified in a given call.

To compare the features available with Call Analytics to those for Amazon Transcribe and Amazon Transcribe Medical, refer to the Amazon Transcribe features table.

To get started, see Starting a Call Analytics job. Call Analytics output is similar to that of a standard transcription job, but contains additional analytics data. To view Call Analytics output, see Example output.

Considerations and additional information

Before using Call Analytics, note that:

  • Call Analytics only supports stereo-channel audio; mono-channel audio cannot be used with this feature.

  • Job queueing is always enabled, meaning that you are limited to 100 concurrent Call Analytics jobs. If you need to request a quota increase, see AWS service quotas.

  • Input files for Call Analytics cannot be greater than 500 MB and must be less than 4 hours.

  • If using categories, you must create all desired categories before starting a Call Analytics job. Any new categories cannot be applied to existing Call Analytics jobs. To learn how to create a new category, see Creating categories.

  • If you're using redaction, only US English (en-US) is supported. Refer to Supported languages and language-specific features for a complete list of languages supported with Call Analytics.

  • Call summarization is only supported for the following English language dialects: Australian (en-AU), British (en-GB), Indian (en-IN), Irish (en-IE), Scottish (en-AB), US (en-US), and Welsh (en-WL).

  • Some Call Analytics quotas differ from Amazon Transcribe and Amazon Transcribe Medical; refer to Guidelines and quotas for specifics.

Tip

To learn more about post-Call Analytics options, see Post Call Analytics for your contact center with Amazon language AI services.

To view sample Call Analytics output and features, check out our GitHub demo. We also have a JSON to Word document GitHub example for Call Analytics.