Use AI to understand customer conversations

Call centres, audio transcription and NLP

Published: Dec 2, 2019 by martoc

I attended this workshop today, I learnt that AWS provides a full stack of services that can help you to integrate your call centre calls or even create your own call centre and from the recording from these sources you can get real information about these conversations, Amazon Connect, Transcribe, Comprehend, Athena and QuickSight were some of the main services I used in this workshop.

In this example, I created the call centre using Amazon Connect, the following diagram shows the main components and how these interact with each other.

Architecture

From my point of view the transcription is the hack that allows us to use our current knowledge in NLP which is completely based on written text, I guess in the next year the processing will be direct from audio.

One nice feature that I wasn’t aware of is that QuickSight now support more datasource types, in this particular case it can read from S3 and show insights, these are the current dataset that it supports

QuickSight

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