In business, what is said can speak volumes.
Not just the words that are uttered: when, how and by whom are also insights of high value.
When analyzed and understood, they have the power to drive customer satisfaction levels, aid staff training and ensure legal compliance.
Indeed, the capture and retrospective curation of voice data has long been a thing, but software implementation has, to date, taken months and delivered only the most rudimentary intelligence.
However, today’s smarter enterprises are now benefitting from altogether more sophisticated solutions that are fast and feature-rich.
Amazon Chime – the all-in-one-place meet, chat and call platform for business – has just transformed voice communications with its Amazon Chime SDK Call Analytics feature that makes it simpler for communication builders and developers to add that functionality into their app and website workloads.
Users benefit from real-time transcription, call categorization, post-call summary, speaker search, and tone-based sentiment via pre-built integrations with Amazon Transcribe and Amazon Transcribe Call Analytics, and natively through the Amazon Chime SDK voice analytics capability.
Insights can be consumed in both real-time and following completion of a call by accessing a data lake. Users can then use pre-built dashboards in Amazon QuickSight or the data visualization tool of their choice to help interpret information and implement learnings.
“Voice remains a hugely important part of any organization’s suite of communication channels and is capable of so much more than simply facilitating a conversation,” says Sid Rao, GM of Amazon Chime SDK.
“It generates valuable data which, when processed by call analytics, can contribute greatly to the effectiveness and efficiency of enterprises’ processes and workflows.”
Machine Learning-based call analytics are particularly helpful for companies processing large volumes of call data to monitor customer satisfaction, improve staff training or stay compliant, but implementing such solutions can often take months.
The new call analytics features from Amazon Chime SDK reduces deployment time to a few days.
The insights and call recordings can be used across a variety of use cases such as financial services, insurance, mortgage advisory, expert consultation, and remote troubleshooting for products.
Customers can use the launched feature to improve customer experience, increase efficiency of experts such as wealth management advisors, and reduce compliance costs.
