Customer conversations contain valuable information about trending issues and the efficiency and quality of your contact center operations. Unlocking these insights is often manual, time consuming, and restricted to a single contact center environment. Amazon Transcribe uses powerful deep learning models to produce rich call transcripts and extract conversation insights to improve customer experience (CX) and agent productivity. In this tech talk, you’ll learn how to surface agent/customer sentiment, detect issues, and identify non-talk time to help supervisors quickly find agent coaching opportunities. You will also discover how to uncover emerging trends within any inbound or outbound call application, and understand the needs of your customer faster.
Learning Objectives:
*Discover how to unlock CX insights such as call categorization, issue detection, and searchable transcripts
*Analyze agent performance to find coaching opportunities and automate compliance review
*Explore how to uncover emerging issues and trends by analyzing inbound and outbound customer calls
***To learn more about the services featured in this talk, please visit: aws.amazon.com/transcribe/ Subscribe to AWS Online Tech Talks On AWS:
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12 авг 2024
