CCI Real-time Call Analytics & Agent Assist solutions- AWS Analytics in 15

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Published Feb 20, 2025

AWS CCI Real-time Call Analytics & Agent Assist solutions provide AI-powered conversation analytics in-real time, allowing agents and supervisors to better understand and respond to customer needs quickly. By providing real-time highly accurate transcripts, it removes the need for agents to take notes and lets them focus on the needs of their customers. This solution can also analyze thousands of in-progress calls and identify customer sentiment, detect call driver, and spot issues such as repeated requests to speak to a manager, long silences, or raised voices. Finally, the embedded intelligent search capability can provide useful information to agents based on callers’ needs.

Learning Objectives:
* Objective 1: Learn what are the benefits of a real-time call analytics and agent assist solution
* Objective 2: Learn more about Amazon Transcribe and Amazon Kendra, the two AI Services that power this solution
* Objective 3: Learn more from current customer case studies

***To learn more about the services featured in this talk, please visit: https://aws.amazon.com/transcribe/call-analytics
To download the slides visit: https://pages.awscloud.com/rs/112-TZM-766/images/2023_0316-SN-MCL_Slide-Deck.pdf

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