Amazon has introduced a generative AI call summarization feature to its Transcribe Call Analytics product. The new feature means customer service representatives no longer need to manually chronicle their interactions with customers, which can often account for up to a third of total call time.
The additional capability will reduce customer waiting times and improve efficiencies among agents. It will also assist supervisors by offering immediate insight into a conversation, removing the need to review entire call recordings or transcripts. The feature is powered by Amazon Bedrock, a fully managed service that offers a selection of high-performing foundation models.
Productivity improvements made possible by the generative AI summarization feature have been welcomed by customers. Praphul Kumar, Chief Product Officer at SuccessKPI, commented, “Generative call summarization in the Amazon Transcribe Call Analytics API has enabled us to add generative AI capabilities to our platform faster.” He added the feature removed the need for agents to write up call notes and improved productivity in their customer contact center.
The new feature has been seamlessly and automatically integrated with multiple services, with no additional configurations needed to utilize its benefits. Users simply activate the feature through the Amazon Transcribe console or by using the start_call_analytics_job API.
Users start by uploading a call recording to Amazon Simple Storage Service (S3) and initiating a Transcribe Call Analytics job. The call summary is then generated and uploaded back to S3, along with the transcript and analytics, as a single JSON.
Generative call summarization in Amazon Transcribe Call Analytics is now generally available in English in US East (N. Virginia) and US West (Oregon).
In conclusion, Amazon Transcribe Call Analytics provides a solution for streamlining the post-call process, enhancing agent productivity and reducing customer waiting times. By not having to thoroughly review call recordings or transcripts, supervisors can gain insights more quickly. The aim is these efficiencies will help firms improve their customer service.
