The AWS CCI post-call analytics solution uses
previously recorded calls to produce customer
insights, helping agents and supervisors identify
patterns and quality concerns to improve the overall
customer experience.
With post-call speech analytics dashboards, AWS
can help unearth macro insights into customer and
product feedback.
Using AI and ML to convert audio files into text
transcription—and translation, if needed—allows
managers, quality assurance personnel, and other
leadership groups to review agent and operational
performance statistics. Automatic analysis of contact
center conversations means that companies and
agents can ensure compliance and resolve customer
issues faster.
How AWS CCI post-call analytics solution works
Gathering deep insights on product and
service feedback establishes more efficient
call reviews and develops better agent
performance scorecards.
Using AI and ML to make a difference
Amgen uses innovative science like human
genetics to discover, develop, manufacture,
and deliver innovative human therapeutics.
Monitoring myriad call records from patients
and healthcare providers was complicated, as
identifying adverse drug events and potential
side effects relied on technical language.
Because AWS CCI produces accurate
transcriptions from call recordings, it
dramatically changed Amgen's approach to
uncovering insights.
Enabled the analysis
of calls at scale
Provided medical speech-to-
text with accurate terminology
and notation
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