Amazon has launched Chime SDK call analytics that will make it easier for developers to glean insights from voice communications.
The tools are designed to make it easier for developers to build apps that provide insights around real-time transcription, call categorization, post-call summary, speaker search, and tone-based sentiment.
Amazon said the features will reduce the deployment time of machine learning-based analytics from several months to a few days.
Amazon said: “The insights and call recordings can be used across a variety of use cases such as wealth management, mortgage advisory, financial trading, collections, and remote troubleshooting of products.
“Customers can use the launched feature to improve customer experience, increase productivity of experts such as wealth management advisors, and reduce compliance costs.
“For example, banks can use Amazon Chime SDK call analytics to record and transcribe trader conversations for compliance purposes, generate real-time transcription, and perform speaker attribution using the speaker search feature.”
The new features of the Amazon Chime SDK include:
Real-time audio and video: The SDK allows developers to build applications that can send and receive real-time audio and video. This can be used for a variety of purposes, such as video conferencing, voice calling, and messaging
Messaging: The SDK allows developers to build applications that can send and receive messages. This can be used for a variety of purposes, such as customer service, marketing, and collaboration
Cloud recording: The SDK allows developers to record voice conversations and video recordings in the cloud. This can be used for a variety of purposes, such as compliance, training, and quality assurance
Data analytics: The SDK allows developers to collect and analyze data from voice conversations and video recordings. This can be used for a variety of purposes, such as customer service, quality assurance, and compliance
The new features come with 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 after a call by accessing a data lake. Then, they can use pre-built dashboards in Amazon QuickSight or the data visualization tool of their choice to help visualize learnings.
