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We are announcing generative artificial intelligence (AI)-powered call summarization in Amazon Transcribe Call Analytics in preview. Powered by Amazon Bedrock, this feature helps businesses improve customer experience, and agent and supervisor productivity by automatically summarizing customer service calls. Amazon Transcribe Call Analytics provides machine learning (ML)-powered analytics that allows contact centers to understand the sentiment, trends, and policy compliance of customer conversations to improve their experience and identify crucial feedback. A single API call is all it takes to extract transcripts, rich insights, and summaries from your customer conversations.
We understand that as a business, you want to maintain an accurate historical record of key conversation points, including action items associated with each conversation. To do this, agents summarize notes after the conversation has ended and enter these in their CRM system, a process that is time-consuming and subject to human error. Now imagine the customer trust erosion that follows when the agent fails to correctly capture and act upon important action items discussed during conversations.