Tag Archives: Amazon Transcribe

Amazon Transcribe Call Analytics adds new generative AI-powered call summaries (preview)

Post Syndicated from Veliswa Boya original https://aws.amazon.com/blogs/aws/amazon-transcribe-call-analytics-adds-new-generative-ai-powered-call-summaries-preview/

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.

How it works
Starting today, to assist agents and supervisors with the summarization of customer conversations, Amazon Transcribe Call Analytics will generate a concise summary of a contact center interaction that captures key components such as why the customer called, how the issue was addressed, and what follow-up actions were identified. After completing a customer interaction, agents can directly proceed to help the next customer since they don’t have to summarize a conversation, resulting in reduced customer wait times and improved agent productivity. Further, supervisors can review the summary when investigating a customer issue to get a gist of the conversation, without having to listen to the entire call recording or read the transcript.

Exploring Amazon Transcribe Call Analytics in the console
To see how this works visually, I first create an Amazon Simple Storage Service (Amazon S3) bucket in the relevant AWS Region. I then upload the audio file to the S3 bucket.

Audio file in S3 bucket

To create an analytics job that transcribes the audio and provides additional analytics about the conversation that the customer and the agent were having, I go to the Amazon Transcribe Call Analytics console. I select Post-call Analytics in the left hand navigation bar and then choose Create job.

Create Post-call analytics job

Next I enter a job name making sure to keep the language settings based on the language in the audio file.

Job settings

In the Amazon S3 URI path, I provide the link to the audio file uploaded in the first screenshot shown in this post.

Audio file details

In Role name, I select Create an IAM role which will have access to the Amazon S3 bucket, then choose Next.

Create IAM Role

I enable Generative call summarization, and then choose Create job.

Configure job

After a few minutes, the job’s status will change from In progress to Complete, indicating that it was completed successfully.

Job status

Select the job, and the next screen will show the transcript and a new tab, Generative call summarization – preview.

You can also download the transcript to view the analytics and summary.

Now available
Generative call summarization in Amazon Transcribe Call Analytics is available today in English in US East (N. Virginia) and US West (Oregon).

With generative call summarization in Amazon Transcribe Call Analytics, you pay as you go and are billed monthly based on tiered pricing. For more information, see Amazon Transcribe pricing.

Learn more:


Unstructured data management and governance using AWS AI/ML and analytics services

Post Syndicated from Sakti Mishra original https://aws.amazon.com/blogs/big-data/unstructured-data-management-and-governance-using-aws-ai-ml-and-analytics-services/

Unstructured data is information that doesn’t conform to a predefined schema or isn’t organized according to a preset data model. Unstructured information may have a little or a lot of structure but in ways that are unexpected or inconsistent. Text, images, audio, and videos are common examples of unstructured data. Most companies produce and consume unstructured data such as documents, emails, web pages, engagement center phone calls, and social media. By some estimates, unstructured data can make up to 80–90% of all new enterprise data and is growing many times faster than structured data. After decades of digitizing everything in your enterprise, you may have an enormous amount of data, but with dormant value. However, with the help of AI and machine learning (ML), new software tools are now available to unearth the value of unstructured data.

In this post, we discuss how AWS can help you successfully address the challenges of extracting insights from unstructured data. We discuss various design patterns and architectures for extracting and cataloging valuable insights from unstructured data using AWS. Additionally, we show how to use AWS AI/ML services for analyzing unstructured data.

Why it’s challenging to process and manage unstructured data

Unstructured data makes up a large proportion of the data in the enterprise that can’t be stored in a traditional relational database management systems (RDBMS). Understanding the data, categorizing it, storing it, and extracting insights from it can be challenging. In addition, identifying incremental changes requires specialized patterns and detecting sensitive data and meeting compliance requirements calls for sophisticated functions. It can be difficult to integrate unstructured data with structured data from existing information systems. Some view structured and unstructured data as apples and oranges, instead of being complementary. But most important of all, the assumed dormant value in the unstructured data is a question mark, which can only be answered after these sophisticated techniques have been applied. Therefore, there is a need to being able to analyze and extract value from the data economically and flexibly.

Solution overview

Data and metadata discovery is one of the primary requirements in data analytics, where data consumers explore what data is available and in what format, and then consume or query it for analysis. If you can apply a schema on top of the dataset, then it’s straightforward to query because you can load the data into a database or impose a virtual table schema for querying. But in the case of unstructured data, metadata discovery is challenging because the raw data isn’t easily readable.

You can integrate different technologies or tools to build a solution. In this post, we explain how to integrate different AWS services to provide an end-to-end solution that includes data extraction, management, and governance.

The solution integrates data in three tiers. The first is the raw input data that gets ingested by source systems, the second is the output data that gets extracted from input data using AI, and the third is the metadata layer that maintains a relationship between them for data discovery.

The following is a high-level architecture of the solution we can build to process the unstructured data, assuming the input data is being ingested to the raw input object store.

Unstructured Data Management - Block Level Architecture Diagram

The steps of the workflow are as follows:

  1. Integrated AI services extract data from the unstructured data.
  2. These services write the output to a data lake.
  3. A metadata layer helps build the relationship between the raw data and AI extracted output. When the data and metadata are available for end-users, we can break the user access pattern into additional steps.
  4. In the metadata catalog discovery step, we can use query engines to access the metadata for discovery and apply filters as per our analytics needs. Then we move to the next stage of accessing the actual data extracted from the raw unstructured data.
  5. The end-user accesses the output of the AI services and uses the query engines to query the structured data available in the data lake. We can optionally integrate additional tools that help control access and provide governance.
  6. There might be scenarios where, after accessing the AI extracted output, the end-user wants to access the original raw object (such as media files) for further analysis. Additionally, we need to make sure we have access control policies so the end-user has access only to the respective raw data they want to access.

Now that we understand the high-level architecture, let’s discuss what AWS services we can integrate in each step of the architecture to provide an end-to-end solution.

The following diagram is the enhanced version of our solution architecture, where we have integrated AWS services.

Unstructured Data Management - AWS Native Architecture

Let’s understand how these AWS services are integrated in detail. We have divided the steps into two broad user flows: data processing and metadata enrichment (Steps 1–3) and end-users accessing the data and metadata with fine-grained access control (Steps 4–6).

  1. Various AI services (which we discuss in the next section) extract data from the unstructured datasets.
  2. The output is written to an Amazon Simple Storage Service (Amazon S3) bucket (labeled Extracted JSON in the preceding diagram). Optionally, we can restructure the input raw objects for better partitioning, which can help while implementing fine-grained access control on the raw input data (labeled as the Partitioned bucket in the diagram).
  3. After the initial data extraction phase, we can apply additional transformations to enrich the datasets using AWS Glue. We also build an additional metadata layer, which maintains a relationship between the raw S3 object path, the AI extracted output path, the optional enriched version S3 path, and any other metadata that will help the end-user discover the data.
  4. In the metadata catalog discovery step, we use the AWS Glue Data Catalog as the technical catalog, Amazon Athena and Amazon Redshift Spectrum as query engines, AWS Lake Formation for fine-grained access control, and Amazon DataZone for additional governance.
  5. The AI extracted output is expected to be available as a delimited file or in JSON format. We can create an AWS Glue Data Catalog table for querying using Athena or Redshift Spectrum. Like the previous step, we can use Lake Formation policies for fine-grained access control.
  6. Lastly, the end-user accesses the raw unstructured data available in Amazon S3 for further analysis. We have proposed integrating Amazon S3 Access Points for access control at this layer. We explain this in detail later in this post.

Now let’s expand the following parts of the architecture to understand the implementation better:

  • Using AWS AI services to process unstructured data
  • Using S3 Access Points to integrate access control on raw S3 unstructured data

Process unstructured data with AWS AI services

As we discussed earlier, unstructured data can come in a variety of formats, such as text, audio, video, and images, and each type of data requires a different approach for extracting metadata. AWS AI services are designed to extract metadata from different types of unstructured data. The following are the most commonly used services for unstructured data processing:

  • Amazon Comprehend – This natural language processing (NLP) service uses ML to extract metadata from text data. It can analyze text in multiple languages, detect entities, extract key phrases, determine sentiment, and more. With Amazon Comprehend, you can easily gain insights from large volumes of text data such as extracting product entity, customer name, and sentiment from social media posts.
  • Amazon Transcribe – This speech-to-text service uses ML to convert speech to text and extract metadata from audio data. It can recognize multiple speakers, transcribe conversations, identify keywords, and more. With Amazon Transcribe, you can convert unstructured data such as customer support recordings into text and further derive insights from it.
  • Amazon Rekognition – This image and video analysis service uses ML to extract metadata from visual data. It can recognize objects, people, faces, and text, detect inappropriate content, and more. With Amazon Rekognition, you can easily analyze images and videos to gain insights such as identifying entity type (human or other) and identifying if the person is a known celebrity in an image.
  • Amazon Textract – You can use this ML service to extract metadata from scanned documents and images. It can extract text, tables, and forms from images, PDFs, and scanned documents. With Amazon Textract, you can digitize documents and extract data such as customer name, product name, product price, and date from an invoice.
  • Amazon SageMaker – This service enables you to build and deploy custom ML models for a wide range of use cases, including extracting metadata from unstructured data. With SageMaker, you can build custom models that are tailored to your specific needs, which can be particularly useful for extracting metadata from unstructured data that requires a high degree of accuracy or domain-specific knowledge.
  • Amazon Bedrock – This fully managed service offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon with a single API. It also offers a broad set of capabilities to build generative AI applications, simplifying development while maintaining privacy and security.

With these specialized AI services, you can efficiently extract metadata from unstructured data and use it for further analysis and insights. It’s important to note that each service has its own strengths and limitations, and choosing the right service for your specific use case is critical for achieving accurate and reliable results.

AWS AI services are available via various APIs, which enables you to integrate AI capabilities into your applications and workflows. AWS Step Functions is a serverless workflow service that allows you to coordinate and orchestrate multiple AWS services, including AI services, into a single workflow. This can be particularly useful when you need to process large amounts of unstructured data and perform multiple AI-related tasks, such as text analysis, image recognition, and NLP.

With Step Functions and AWS Lambda functions, you can create sophisticated workflows that include AI services and other AWS services. For instance, you can use Amazon S3 to store input data, invoke a Lambda function to trigger an Amazon Transcribe job to transcribe an audio file, and use the output to trigger an Amazon Comprehend analysis job to generate sentiment metadata for the transcribed text. This enables you to create complex, multi-step workflows that are straightforward to manage, scalable, and cost-effective.

The following is an example architecture that shows how Step Functions can help invoke AWS AI services using Lambda functions.

AWS AI Services - Lambda Event Workflow -Unstructured Data

The workflow steps are as follows:

  1. Unstructured data, such as text files, audio files, and video files, are ingested into the S3 raw bucket.
  2. A Lambda function is triggered to read the data from the S3 bucket and call Step Functions to orchestrate the workflow required to extract the metadata.
  3. The Step Functions workflow checks the type of file, calls the corresponding AWS AI service APIs, checks the job status, and performs any postprocessing required on the output.
  4. AWS AI services can be accessed via APIs and invoked as batch jobs. To extract metadata from different types of unstructured data, you can use multiple AI services in sequence, with each service processing the corresponding file type.
  5. After the Step Functions workflow completes the metadata extraction process and performs any required postprocessing, the resulting output is stored in an S3 bucket for cataloging.

Next, let’s understand how can we implement security or access control on both the extracted output as well as the raw input objects.

Implement access control on raw and processed data in Amazon S3

We just consider access controls for three types of data when managing unstructured data: the AI-extracted semi-structured output, the metadata, and the raw unstructured original files. When it comes to AI extracted output, it’s in JSON format and can be restricted via Lake Formation and Amazon DataZone. We recommend keeping the metadata (information that captures which unstructured datasets are already processed by the pipeline and available for analysis) open to your organization, which will enable metadata discovery across the organization.

To control access of raw unstructured data, you can integrate S3 Access Points and explore additional support in the future as AWS services evolve. S3 Access Points simplify data access for any AWS service or customer application that stores data in Amazon S3. Access points are named network endpoints that are attached to buckets that you can use to perform S3 object operations. Each access point has distinct permissions and network controls that Amazon S3 applies for any request that is made through that access point. Each access point enforces a customized access point policy that works in conjunction with the bucket policy that is attached to the underlying bucket. With S3 Access Points, you can create unique access control policies for each access point to easily control access to specific datasets within an S3 bucket. This works well in multi-tenant or shared bucket scenarios where users or teams are assigned to unique prefixes within one S3 bucket.

An access point can support a single user or application, or groups of users or applications within and across accounts, allowing separate management of each access point. Every access point is associated with a single bucket and contains a network origin control and a Block Public Access control. For example, you can create an access point with a network origin control that only permits storage access from your virtual private cloud (VPC), a logically isolated section of the AWS Cloud. You can also create an access point with the access point policy configured to only allow access to objects with a defined prefix or to objects with specific tags. You can also configure custom Block Public Access settings for each access point.

The following architecture provides an overview of how an end-user can get access to specific S3 objects by assuming a specific AWS Identity and Access Management (IAM) role. If you have a large number of S3 objects to control access, consider grouping the S3 objects, assigning them tags, and then defining access control by tags.

S3 Access Points - Unstructured Data Management - Access Control

If you are implementing a solution that integrates S3 data available in multiple AWS accounts, you can take advantage of cross-account support for S3 Access Points.


This post explained how you can use AWS AI services to extract readable data from unstructured datasets, build a metadata layer on top of them to allow data discovery, and build an access control mechanism on top of the raw S3 objects and extracted data using Lake Formation, Amazon DataZone, and S3 Access Points.

In addition to AWS AI services, you can also integrate large language models with vector databases to enable semantic or similarity search on top of unstructured datasets. To learn more about how to enable semantic search on unstructured data by integrating Amazon OpenSearch Service as a vector database, refer to Try semantic search with the Amazon OpenSearch Service vector engine.

As of writing this post, S3 Access Points is one of the best solutions to implement access control on raw S3 objects using tagging, but as AWS service features evolve in the future, you can explore alternative options as well.

About the Authors

Sakti Mishra is a Principal Solutions Architect at AWS, where he helps customers modernize their data architecture and define their end-to-end data strategy, including data security, accessibility, governance, and more. He is also the author of the book Simplify Big Data Analytics with Amazon EMR. Outside of work, Sakti enjoys learning new technologies, watching movies, and visiting places with family.

Bhavana Chirumamilla is a Senior Resident Architect at AWS with a strong passion for data and machine learning operations. She brings a wealth of experience and enthusiasm to help enterprises build effective data and ML strategies. In her spare time, Bhavana enjoys spending time with her family and engaging in various activities such as traveling, hiking, gardening, and watching documentaries.

Sheela Sonone is a Senior Resident Architect at AWS. She helps AWS customers make informed choices and trade-offs about accelerating their data, analytics, and AI/ML workloads and implementations. In her spare time, she enjoys spending time with her family—usually on tennis courts.

Daniel Bruno is a Principal Resident Architect at AWS. He had been building analytics and machine learning solutions for over 20 years and splits his time helping customers build data science programs and designing impactful ML products.

Amazon Chime SDK Call Analytics: Real-Time Voice Tone Analysis and Speaker Search

Post Syndicated from Sébastien Stormacq original https://aws.amazon.com/blogs/aws/amazon-chime-sdk-call-analytics-real-time-voice-tone-analysis-and-speaker-search/

Today, I am pleased to announce the availability of Amazon Chime SDK call analytics, a new set of capabilities that helps make it easier and cost effective to record and generate insights on real-time audio calls: transcription, voice tone analysis, and speaker search. We’ve also improved the Amazon Chime SDK section of the AWS Management Console to let you integrate machine learning (ML)-based services, such as these new call analytics capabilities or Amazon Transcribe into your audio applications in just a few steps.

Voice Analytics: Voice Tone Analysis and Speaker Search
Voice analytics delivers real-time insights into audio conversations. It helps detect and classify participants expressing a positive, neutral, or negative tone. Typically, enterprises working in regulated industries have obligations to record or want to analyze conversations between employees and their business partners, customers, or suppliers.

Voice tone analysis uses ML to extract sentiment from a speech signal based on a joint analysis of lexical and linguistic information as well as acoustic and tonal information. Voice tone analysis for live calls are delivered in the data lake of your choice, on top of which you can create your own dashboards to visualize the data.

Let’s take an example from the finance industry. Trading room supervisors are sometimes required to record all the trading conversations occurring on the floor. Voice tone analysis helps them meet their regulatory requirements. They can also deliver these insights to the traders to help to improve their productivity. But finance is not the only industry that needs to record and analyze calls. We have received similar requests from customers in Business Process Outsourcing (BPO), public sector, healthcare, telecom, and insurance industries.

Alongside with voice tone analysis, your applications can now benefit from speaker search to help match speakers to an existing database. It only requires a short sample to recognize a speaker based on their voice stored in a database of known voices. Speaker search helps your applications expedite caller lookup and enrich call records and transcripts with identity attribution. Speaker search delivers a suggested unique internal identifier for the speaker and a confidence score. The decision to match current the speaker with a known speaker from your organization is up to your application. Some of our customers plan to use speaker search for real-time speaker labeling on communication happening over trading turrets, which are shared devices.

Integration with AI Services in the AWS Management Console
We want to make it easier for developers to add these capabilities into existing telephony applications without requiring expertise in telephony, cloud infrastructure, or AI.

This is why we added a easier-to-use graphical configuration in the Amazon Chime SDK section of the console. On the console, you can choose the AWS AI service you want to use to analyze real-time audio data: voice analytics, Amazon Transcribe, or Amazon Transcribe Call Analytics. Whether you choose to use voice analytics or Amazon Transcribe to generate insights, you don’t have to write any integration code. We manage the integrations with AWS AI services and your voice-based or telephony applications. The console helps you define where you want to send the analytics data: an Amazon Kinesis stream or an Amazon Simple Storage Service (Amazon S3) bucket. Voice analytics can send real-time notifications to a function deployed on AWS Lambda, or an SQS queue or Amazon Simple Notification Service (Amazon SNS) topic.

To visualize insights, call analytics also delivers analyses to a data lake of your choice. You can then use Amazon QuickSight or Tableau to build dashboards and get insights from real-time media. These dashboards can be embedded in apps, wikis, and portals. Of course, we don’t leave you alone with your data. You can download prebuilt dashboards as AWS CloudFormation templates to deploy into your own AWS account. The link to download these templates is available on the console.

Finally, call analytics can generate real-time alerts by posting events to Amazon EventBridge. You can route these events to any destination of your choice, on your AWS account or supported third-party applications.

When using call analytics, you can reduce the initial project time to generate insights from real-time audio from months to days.

How It Works
I’d like to show you how it works.

On the Amazon Chime SDK section of the console, I open Configuration under Call Analytics on the left-side menu. Then, I select Create configuration.

Amazon Chime SDK - Create configuration

I give a name to my configuration. Optionally, I may also associate tags.

Amazon Chime SDK - Configuration first step

Under Configure analytics service, I can choose between Amazon Chime SDK voice analytics or Amazon Transcribe services to analyse calls. For this demo, I select Voice analytics.

Amazon Chime SDK - Configuration second step

I configure where to send the analysis. Voice analytics results are always sent to Kinesis. I specify a Kinesis data stream I created previously. When I want to use a business intelligence tool such as Quicksight to create a dashboard with analytics results, I also specify an S3 bucket to receive the analysis.

The console also gives me the link to the CloudFormation templates I can use to create the voice analytics dashboards.

Finally, I choose a Lambda function, SQS queue, or SNS topic that will receive notifications of events such as when the analytics are available, a new voice enrollment occurs, or the result of a voice verification. In the later case, the payload looks as follow:

    ...common to all events...
    "detail-type": "SpeakerSearchStatus",
    "detail": {
        "taskId": "uuid",
        "detailStatus": "IdentificationSuccessful",
        "speakerSearchDetails" : {
            "results": [
                    "voiceProfileId": "guid",
                    "confidenceScore": "0.94",
                    "voiceProfileId": "guid",
                    "confidenceScore": "0.92",
                    "voiceProfileId": "guid",
                    "confidenceScore": "0.91",
                ... (up to 10)
        "isCaller": false,
        "voiceConnectorId": "guid",
        "transactionId": "guid"

        ...details from Voice connector

For this demo, I choose an existing SQS queue.

Amazon Chime SDK - Configuration third step

Under Consent acknowledgment, I select all the boxes and select Next.

Amazon Chime SDK - Configuration second step consent

The next step is only available when I didn’t specify any analytics service in the previous step. It allows us to configure voice recordings. Recordings are available when no analytics are selected.

Under Configure access permissions, I choose a previously created AWS Identity and Access Management (IAM) role allowing the Amazon Chime SDK to access the other AWS services I configured: the Kinesis data stream, S3 bucket, and Lambda function, SQS queue, or SNS topic. The console may create an IAM role for me if I don’t have one already.

Amazon Chime SDK - Configuration four step

The next step is available if I selected Amazon Transcribe service under Configure analytics service. It allows me to configure real-time alerts through EventBridge. I may configure rules to send messages based on keyword match, sentiment detected, or issue detection.

The final step is Review and Create my configuration. I review the configuration details and then, I select Create configuration.

Finally, I link this configuration to a voice connector under the Voice Connector section, on the Streaming tab.

That’s it! As I mentioned earlier, no glue between AWS services or AI knowledge is required.

After the data arrives on Kinesis or your S3 bucket, you can point your preferred business reporting solution at it. When you use the QuickSight template we provide, you can get started in minutes with a high-level overview and a deep-dive view, as shown on the following screenshot.

Chime SDK Call Analytics - dashboard general

Chime SDK Call Analytics - dashboard deep dive

The deep-dive dashboard gives you graphical representations about the distribution of agent and customer sentiments and emotions. You also get a detailed analysis and transcript of the conversation.

Pricing and Availability
Adopting these capabilities in your audio applications requires no up-front infrastructure investment; you will be charged based only on your usage. Pricing is per minute of audio data analyzed. Visit Amazon Chime SDK pricing for details.

Call analytics is available in the following AWS Regions: US East (Ohio, N. Virginia), Asia Pacific (Singapore), and Europe (Frankfurt).

In this post, I discussed Amazon Chime SDK call analytics, a new set of capabilities that makes it easier and cost-effective to record and generate insights on real-time audio calls. With their focus on ease of use, these new capabilities are particularly well adapted to customers with minimal knowledge of cloud infrastructure, telephony, and ML.

Start today and configure your first dashboard!

— seb

Automating adverse events reporting for pharma with Amazon Connect and Amazon Lex

Post Syndicated from Siva Thangavel original https://aws.amazon.com/blogs/architecture/automating-adverse-events-reporting-for-pharma-with-amazon-connect-and-amazon-lex/

Every pharmaceutical company manufacturing medicine must provide customers nationwide with a method to report adverse events following medicine usage as well as emergency assistance as needed. To comply with regulatory policy and enable an Adverse Events Reporting System (AERS), pharma companies must provide dedicated, toll-free phone numbers and contact center agents to handle inbound calls.

But they must also be prepared for sudden spikes in call volume, which can increase contact center agents’ workloads and lead to long wait times for customers. With these limitations comes the possibility that customers may not be able to report adverse events.

Further still, as medicine status keeps changing, all agents must be retrained to handle calls and extend support. Pharma companies incur significant costs for training and onboarding additional agents, as well as the physical infrastructure to support their work.

To overcome these challenges, we designed a self-service Interactive Voice Response (IVR) solution with Amazon Connect. The IVR solution handles customer calls without agent involvement. It captures customer information and records data into an enterprise AERS. It also provides an option to receive a link to an Adverse Events (AE) portal using Short Message Service (SMS), or to be routed to a live agent queue.

In this blog post, we introduce a reference architecture for this use case. This framework can help other pharma companies solve similar problems.

Solution overview

Let’s explore how the IVR solution architecture routes customer calls step by step, as shown in Figure 1.

Adverse events reporting architecture diagram

Figure 1. Adverse events reporting architecture diagram

  1.  Callers who dial in to report a medicine-related AE are routed to the Amazon Lex chatbot through IVR in Amazon Connect.
  2. Callers can proceed to IVR self-service functions, such as understanding the intent of a customer call and the AE.
  3. AEs are analyzed with Amazon SageMaker for a decision on whether to complete the call on IVR or forward it to an agent.
  4. If the caller remains on the self-service option, the bot captures information from 15 to 20 essential questions.
  5. The bot follows a hybrid workflow that allows for guided responses where appropriate and free-text conversations using AWS Lambda. It confirms captured AE information with the caller before closing the call and submitting information to the AERS system.
  6. The bot provides the option to route the call to a human agent contextually.
  7. The bot provides the option to share an AE reporting link over SMS using Amazon Simple Notification System (SNS), so the caller can access it through a mobile device to continue AE reporting outside of the call.
  8. The bot records customer interactions in AERS using Amazon DynamoDB, leveraging the current validated process used by the AE portal team
  9. The bot makes call recordings available for auditing, monitoring, and training purposes. These recordings are not be provided to live agents.
  10. Standard analytics are available to help the business continuously train the bot and measure its performance.

Leveraging IVR as an extended solution

Recorded customer calls can be used for further analytics with Amazon Transcribe. Actionable insights can be derived from the text using a machine learning (ML) model such as AE detection at scale. A (Named Entity Recognition model (NER) model can also identify medicines and caller types.

Further, all recorded calls may be stored in a secure AWS ecosystem and archived for longer durations for compliance purposes. Storage costs can be optimized by setting up a policy to move old calls to Amazon Simple Storage Service Glacier (Amazon S3 Glacier) storage classes and calls over two years old to the Amazon S3 Deep Glacier storage class. This results in significant cost saving and helps companies archive at scale.

Finally, the Amazon Lex bot can be enhanced and continuously trained with additional intents and utterances to handle complex AE reporting for various drugs. This provides significant cost saving and operational efficiencies as bots can be trained faster than human agents, as well as at scale.

Conclusion: Using IVR to better manage AE reporting

This IVR solution was deployed for a pharma company and helped handle unusually high call volumes for AE reporting with its current agent population. It resulted in cost savings in contact center operations and significantly improved the customer experience by reducing wait times.

The IVR solution can also be used with any existing contact center platform to first forward the calls to Amazon Connect for initial triage, and then handover to existing platforms for agent involvement. This adds intelligence to existing contact centers.

This blog post demonstrates how pharma companies can leverage the self-service option for AERS to handle any AE reporting call. With solution enhancements using Amazon SageMaker models, it can quickly be transformed to handle calls for any medicine. They can also:

  • Incorporate related information into the model, such as the age, gender, or existing AEs to further improve the ML prediction performance
  • Leverage audio data augmentation plus handcrafted features to help yield better predictions
  • Use the audio-based diagnostic prediction in an Amazon Connect contact flow to triage the targeted group of incoming calls and escalate to a doctor for follow up if necessary
  • Allow call center agents to use the intelligence provided by the acoustic classification in conjunction with Contact Lens for Amazon Connect, which provides a turn-by-turn transcript; real-time alerts; automated call categorization based on keywords and phrases; sentiment analysis, and sensitive data redaction—truly making it a real-time intelligent solution.

The IVR solution can also be used for other industry use cases where a series of data is collected from customers. This solution improves the customer experience and can be implemented without increasing call center agent counts.

New for Amazon Transcribe – Real-Time Analytics During Live Calls

Post Syndicated from Danilo Poccia original https://aws.amazon.com/blogs/aws/new-for-amazon-transcribe-real-time-analytics-during-live-calls/

The experience customers have when interacting with a contact center can have a profound impact on them. For this reason, we launched Amazon Transcribe Call Analytics last year to help you analyze customer call recordings and get insights into issues and trends related to customer satisfaction and agent performance.

To assist agents in resolving live calls faster, we are introducing today real-time call analytics in Amazon Transcribe Call Analytics. Real-time call analytics provides APIs for developers to accurately transcribe live calls and at the same time identify customer experience issues and sentiment in real time. Transcribe Call Analytics uses state-of-the-art machine learning capabilities to automatically assess thousands of in-progress calls and detect customer experience issues, such as repeated requests to speak to a manager or cancel a subscription.

With a few clicks, supervisors and analysts can create categories in the AWS console to identify customer experience issues using criteria such as specific terms such as “not happy,” “poor quality,” and “cancel my subscription.” Transcribe Call Analytics analyzes in-progress calls in real time to detect when a category is met. Developers can use those signals, along with sentiment trends from the API, to build a proactive system that alerts supervisors about emerging issues or assists agents with relevant information to solve customer issues.

Transcribe Call Analytics also provides a real-time transcript of the live conversation that supervisors can use to quickly get up to speed on the customer interaction and assess the appropriate action. The in-call transcript also eliminates the need for customers to repeat themselves if the call is transferred to another agent. Agents can focus all their attention on the customer during the call instead of taking notes for entry in a CRM system because Transcribe Call Analytics includes an automated call summarization capability, which identifies the issue, outcome, and action item associated with a call.

Transcribe Call Analytics is a foundational API for AWS Contact Center Intelligence solutions such as post-call analytics and the updated real-time call analytics with agent assist solution using the new real-time capabilities.

Let’s see how this works in practice.

Exploring Real-Time Call Analytics in the Console
To see how this works visually, I use the Amazon Transcribe console. First, I create a category to be notified if some terms are used in the call that would require an escalation. I choose Category Management from the navigation pane and then Create category.

I enter Escalation as the name for the category. I select REAL_TIME in the Category type dropdown. Then, I choose Create from scratch.

Console screenshot.

I only need one rule for this category. In the Rule type dropdown, I select Transcript content match. In the next three options, I choose to trigger the rule when any of the words are mentioned during the entire call, and the speaker is either the customer or the agent. Now, I can enter the words or phrases to look for in the transcript. In this case, I enter cancel, canceled, cancelled, manager, and supervisor. In your case, you might be more specific depending on your business. For example, if subscriptions are your business, you can look for the phrase cancel my subscription.

Console screenshot.

Now that the category has been created, I use one of the sample calls in the console to test it. I choose Real-Time Analytics in the navigation pane. By choosing Configure advanced settings, I can configure the personally identifiable information (PII) identification and redaction settings. For example, I can choose to identify personal data such as email addresses or redact financial data like bank account numbers.

With no additional charge, I can enable Post-call Analytics so that, at the end of the call, I receive the output of the transcription job in an Amazon Simple Storage Service (Amazon S3) bucket. This output is in a similar format to what I’d receive if I were analyzing a call recording with Transcribe Call Analytics. In this way, I can use the post-call analytics output derived from the audio stream in any process I already have in place for output of analytics generated from call recordings, for example, to update dashboards or generate periodic reports.

With Insurance complaints in Step 1: Specify input audio selected, I choose Start streaming. In the Transcription output section of the console, I receive in real-time the transcription of the call. The words of the customer and agent appear as they are pronounced. Each sentence is flagged with its recognized sentiment (positive, neutral, or negative). The Escalation category that I just configured is found in two sentences, first, when the customer mentions that their insurance has been canceled, and then when the agent mentions their manager. Also, part of a sentence is underlined because an issue has been detected.

Console screenshot.

Using the Download dropdown, I download the full JSON transcript. If I am only interested in the transcription, I can download the text transcript. The JSON transcript contains an array where each item is similar to what I’d get in real time when using the real-time call analytics API.

Using the Live Call Analytics With Agent Assist (LCA) Solution
You can use the open-source real-time call analytics with agent assist solution for your contact center or as an inspiration of what Amazon Transcribe enables for developers. Let’s look at a couple of screenshots to understand how it works.

Here there is a list of on-going calls with the overall sentiment, the sentiment trend (is it improving or not?), and the categories found in real-time during the call that can be used for specific activities.

Screenshot from the real-time call analytics with agent assist solution.

When selecting a call from the list, you have access to more in-depth information, including the call transcript and the issues found during the on-going call. This allows to take action quickly to help resolve the call.

Screenshot from the real-time call analytics with agent assist solution.

Availability and Pricing
Amazon Transcribe Call Analytics with real-time capabilities is available today in US (N. Virginia, Oregon), Canada (Central), Europe (Frankfurt, London), and Asia Pacific (Seoul, Sydney, Tokyo) and supports US English, British English, Australian English, US Spanish, Canadian French, French, German, Italian, and Brazilian Portuguese.

With Amazon Transcribe Call Analytics, you pay as you go and are billed monthly based on tiered pricing. For more information, see Amazon Transcribe pricing.

As part of the AWS Free Tier, you can get started with Amazon Transcribe Call Analytics for free, including the new real-time call analytics API. You can analyze up to 60 minutes of call audio monthly for free for the first 12 months. For more information, see the AWS Free Tier page.

If you’re at re:Invent, you can learn more about this new capability in session AIM307 – JPMorganChase real-time agent assist for contact center productivity. I will update this post when the recording of the session is publicly available.

Start analyzing contact center conversations in real-time to improve your customers’ experience.


Building a low-code speech “you know” counter using AWS Step Functions

Post Syndicated from Julian Wood original https://aws.amazon.com/blogs/compute/building-a-low-code-speech-you-know-counter-using-aws-step-functions/

This post is written by Doug Toppin, Software Development Engineer, and Kishore Dhamodaran, Solutions Architect.

In public speaking, filler phrases can distract the audience and reduce the value and impact of what you are telling them. Reviewing recordings of presentations can be helpful to determine whether presenters are using filler phrases. Instead of manually reviewing prior recordings, automation can process media files and perform a speech-to-text function. That text can then be processed to report on the use of filler phrases.

This blog explains how to use AWS Step Functions, Amazon EventBridge, Amazon Transcribe and Amazon Athena to report on the use of the common phrase “you know” in media files. These services can automate and reduce the time required to find the use of filler phrases.

Step Functions can automate and chain together multiple activities and other Amazon services. Amazon Transcribe is a speech to text service that uses media files as input and produces textual transcripts from them. Athena is an interactive query service that makes it easier to analyze data in Amazon S3 using standard SQL. Athena enables the use of standard SQL to query data in S3.

This blog shows a low-code, configuration driven approach to implementing this solution. Low-code means writing little or no custom software to perform a function. Instead, you use a configuration drive approach using service integrations where state machine tasks call AWS services using existing SDKs, APIs, or interfaces. A configuration driven approach in this example is using Step Functions’ Amazon States Language (ASL) to tie actions together rather than writing traditional code. This requires fewer details for data management and error handling combined with a visual user interface for composing the workflow. As the actions and logic are clearly defined with the visual workflow, this reduces maintenance.

Solution overview

The following diagram shows the solution architecture.


Solution Overview

  1. You upload a media file to an Amazon S3 Media bucket.
  2. The media file upload to S3 triggers an EventBridge rule.
  3. The EventBridge rule starts the Step Functions state machine execution.
  4. The state machine invokes Amazon Transcribe to process the media file.
  5. The transcription output file is stored in the Amazon S3 Transcript bucket.
  6. The state machine invokes Athena to query the textual transcript for the filler phrase. This uses the AWS Glue table to describe the format of the transcription results file.
  7. The filler phrase count determined by Athena is returned and stored in the Amazon S3 Results bucket.


  1. An AWS account and an AWS user or role with sufficient permissions to create the necessary resources.
  2. Access to the following AWS services: Step Functions, Amazon Transcribe, Athena, and Amazon S3.
  3. Latest version of the AWS Serverless Application Model (AWS SAM) CLI, which helps developers create and manage serverless applications in the AWS Cloud.
  4. Test media files (for example, the Official AWS Podcast).

Example walkthrough

  1. Clone the GitHub repository to your local machine.
  2. git clone https://github.com/aws-samples/aws-stepfunctions-examples.git
  3. Deploy the resources using AWS SAM. The deploy command processes the AWS SAM template file to create the necessary resources in AWS. Choose you-know as the stack name and the AWS Region that you want to deploy your solution to.
  4. cd aws-stepfunctions-examples/sam/app-low-code-you-know-counter/
    sam deploy --guided

Use the default parameters or replace with different values if necessary. For example, to get counts of a different filler phrase, replace the FillerPhrase parameter.

GlueDatabaseYouKnowP Name of the AWS Glue database to create.
AthenaTableName Name of the AWS Glue table that is used by Athena to query the results.
FillerPhrase The filler phrase to check.
AthenaQueryPreparedStatementName Name of the Athena prepared statement used to run SQL queries on.
AthenaWorkgroup Athena workgroup to use
AthenaDataCatalog The data source for running the Athena queries
SAM Deploy

SAM Deploy

Running the filler phrase counter

  1. Navigate to the Amazon S3 console and upload an mp3 or mp4 podcast recording to the bucket named bucket-{account number}-{Region}-you-know-media.
  2. Navigate to the Step Functions console. Choose the running state machine, and monitor the execution of the transcription state machine.
  3. State Machine Execution

    State Machine Execution

  4. When the execution completes successfully, select the QueryExecutionSuccess task to examine the output and see the filler phrase count.
  5. State Machine Output

    State Machine Output

  6. Amazon Transcribe produces the transcript text of the media file. You can examine the output in the Results bucket. Using the S3 console, navigate to the bucket, choose the file matching the media file name and use ‘Query with S3 Select’ to view the content.
  7. If the transcription job does not execute, the state machine reports the failure and exits.
  8. State Machine Fail

    State Machine Fail

Exploring the state machine

The state machine orchestrates the transcription processing:

State Machine Explore

State Machine Explore

The StartTranscriptionJob task starts the transcription job. The Wait state adds a 60-second delay before checking the status of the transcription job. Until the status of the job changes to FAILED or COMPLETED, the choice state continues.

When the job successfully completes, the AthenaStartQueryExecutionUsingPreparedStatement task starts the Athena query, and stores the results in the S3 results bucket. The AthenaGetQueryResults task retrieves the count from the resultset.

The TranscribeMediaBucket holds the media files to be uploaded. The configuration sends the upload notification event to EventBridge:

       EventBridgeEnabled: true

The TranscribeResultsBucket has an associated policy to provide access to Amazon Transcribe. Athena stores the output from the queries performed by the state machine in the AthenaQueryResultsBucket .

When a media upload occurs, the YouKnowTranscribeStateMachine uses Step Functions’ native event integration to trigger an EventBridge rule. This contains an event object similar to:

  "version": "0",
  "id": "99a0cb40-4b26-7d74-dc59-c837f5346ac6",
  "detail-type": "Object Created",
  "source": "aws.s3",
  "account": "012345678901",
  "time": "2022-05-19T22:21:10Z",
  "region": "us-east-2",
  "resources": [
  "detail": {
    "version": "0",
    "bucket": {
      "name": "bucket-012345678901-us-east-2-you-know-media"
    "object": {
      "key": "Podcase_Episode.m4a",
      "size": 202329,
      "etag": "624fce93a981f97d85025e8432e24f48",
      "sequencer": "006286C2D604D7A390"
    "request-id": "B4DA7RD214V1QG3W",
    "requester": "012345678901",
    "source-ip-address": "",
    "reason": "PutObject"

The state machine allows you to prepare parameters and use the direct SDK integrations to start the transcription job by calling the Amazon Transcribe service’s API. This integration means you don’t have to write custom code to perform this function. The event triggering the state machine execution contains the uploaded media file location.

	Type: Task
	Comment: Start a transcribe job on the provided media file
		MediaFileUri.$: States.Format('s3://{}/{}', $.detail.bucket.name, $.detail.object.key)
	  TranscriptionJobName.$: "$.detail.object.key"
	  IdentifyLanguage: true
	  OutputBucketName: !Ref TranscribeResultsBucket
	Resource: !Sub 'arn:${AWS::Partition}:states:${AWS::Region}:${AWS::AccountId}:aws-sdk:transcribe:startTranscriptionJob'

The SDK uses aws-sdk:transcribe:getTranscriptionJob to get the status of the job.

	Type: Task
	Comment: Retrieve the status of an Amazon Transcribe job
	  TranscriptionJobName.$: "$.TranscriptionJob.TranscriptionJobName"
	Resource: !Sub 'arn:${AWS::Partition}:states:${AWS::Region}:${AWS::AccountId}:aws-sdk:transcribe:getTranscriptionJob'
	Next: TranscriptionJobStatus

The state machine uses a polling loop with a delay to check the status of the transcription job.

	Type: Choice
	- Variable: "$.TranscriptionJob.TranscriptionJobStatus"
	  StringEquals: COMPLETED
	  Next: AthenaStartQueryExecutionUsingPreparedStatement
	- Variable: "$.TranscriptionJob.TranscriptionJobStatus"
	  StringEquals: FAILED
	  Next: Failed
	Default: Wait

When the transcription job completes successfully, the filler phrase counting process begins.

An Athena prepared statement performs the query with the transcription job name as a runtime parameter. The AWS SDK starts the query and the state machine execution pauses, waiting for the results to return before progressing to the next state:


When the query completes, Step Functions uses the SDK integration to retrieve the results using athena:getQueryResults:


It creates an Athena prepared statement to pass the transcription jobname as a parameter for the query execution:

    Type: AWS::Athena::PreparedStatement
      Description: Create a statement that allows the use of a parameter for specifying an Amazon Transcribe job name in the Athena query
      QueryStatement: !Sub >-
        select cardinality(regexp_extract_all(results.transcripts[1].transcript, '${FillerPhrase}')) AS item_count from "${GlueDatabaseYouKnow}"."${AthenaTableName}" where jobname like ?
      StatementName: !Ref AthenaQueryPreparedStatementName
      WorkGroup: !Ref AthenaWorkgroup

There are several opportunities to enhance this tool. For example, adding support for multiple filler phrases. You could build a larger application to upload media and retrieve the results. You could take advantage of Amazon Transcribe’s real-time transcription API to display the results while a presentation is in progress to provide immediate feedback to the presenter.

Cleaning up

  1. Navigate to the Amazon Transcribe console. Choose Transcription jobs in the left pane, select the jobs created by this example, and choose Delete.
  2. Cleanup Delete

    Cleanup Delete

  3. Navigate to the S3 console. In the Find buckets by name search bar, enter “you-know”. This shows the list of buckets created for this example. Choose each of the radio buttons next to the bucket individually and choose Empty.
  4. Cleanup S3

    Cleanup S3

  5. Use the following command to delete the stack, and confirm the stack deletion.
  6. sam delete


Low-code applications can increase developer efficiency by reducing the amount of custom code required to build solutions. They can also enable non-developer roles to create automation to perform business functions by providing drag-and-drop style user interfaces.

This post shows how a low-code approach can build a tool chain using AWS services. The example processes media files to produce text transcripts and count the use of filler phrases in those transcripts. It shows how to process EventBridge data and how to invoke Amazon Transcribe and Athena using Step Functions state machines.

For more serverless learning resources, visit Serverless Land.

AWS Week In Review – June 6, 2022

Post Syndicated from Antje Barth original https://aws.amazon.com/blogs/aws/aws-week-in-review-june-6-2022/

This post is part of our Week in Review series. Check back each week for a quick roundup of interesting news and announcements from AWS!

I’ve just come back from a long (extended) holiday weekend here in the US and I’m still catching up on all the AWS launches that happened this past week. I’m particularly excited about some of the data, machine learning, and quantum computing news. Let’s have a look!

Last Week’s Launches
The launches that caught my attention last week are the following:

Amazon EMR Serverless is now generally available Amazon EMR Serverless allows you to run big data applications using open-source frameworks such as Apache Spark and Apache Hive without configuring, managing, and scaling clusters. The new serverless deployment option for Amazon EMR automatically scales resources up and down to provide just the right amount of capacity for your application, and you only pay for what you use. To learn more, check out Channy’s blog post and listen to The Official AWS Podcast episode on EMR Serverless.

AWS PrivateLink is now supported by additional AWS services AWS PrivateLink provides private connectivity between your virtual private cloud (VPC), AWS services, and your on-premises networks without exposing your traffic to the public internet. The following AWS services just added support for PrivateLink:

  • Amazon S3 on Outposts has added support for PrivateLink to perform management operations on your S3 storage by using private IP addresses in your VPC. This eliminates the need to use public IPs or proxy servers. Read the June 1 What’s New post for more information.
  • AWS Panorama now supports PrivateLink, allowing you to access AWS Panorama from your VPC without using public endpoints. AWS Panorama is a machine learning appliance and software development kit (SDK) that allows you to add computer vision (CV) to your on-premises cameras. Read the June 2 What’s New post for more information.
  • AWS Backup has added PrivateLink support for VMware workloads, providing direct access to AWS Backup from your VMware environment via a private endpoint within your VPC. Read the June 3 What’s New post for more information.

Amazon SageMaker JumpStart now supports incremental model training and automatic tuning – Besides ready-to-deploy solution templates for common machine learning (ML) use cases, SageMaker JumpStart also provides access to more than 300 pre-trained, open-source ML models. You can now incrementally train all the JumpStart models with new data without training from scratch. Through this fine-tuning process, you can shorten the training time to reach a better model. SageMaker JumpStart now also supports model tuning with SageMaker Automatic Model Tuning from its pre-trained model, solution templates, and example notebooks. Automatic tuning allows you to automatically search for the best hyperparameter configuration for your model.

Amazon Transcribe now supports automatic language identification for multi-lingual audioAmazon Transcribe converts audio input into text using automatic speech recognition (ASR) technology. If your audio recording contains more than one language, you can now enable multi-language identification, which identifies all languages spoken in the audio file and creates a transcript using each identified language. Automatic language identification for multilingual audio is supported for all 37 languages that are currently supported for batch transcriptions. Read the What’s New post from Amazon Transcribe to learn more.

Amazon Braket adds support for Borealis, the first publicly accessible quantum computer that is claimed to offer quantum advantage – If you are interested in quantum computing, you’ve likely heard the term “quantum advantage.” It refers to the technical milestone when a quantum computer outperforms the world’s fastest supercomputers on a well-defined task. Until now, none of the devices claimed to demonstrate quantum advantage have been accessible to the public. The Borealis device, a new photonic quantum processing unit (QPU) from Xanadu, is the first publicly available quantum computer that is claimed to have achieved quantum advantage. Amazon Braket, the quantum computing service from AWS, has just added support for Borealis. To learn more about how you can test a quantum advantage claim for yourself now on Amazon Braket, check out the What’s New post covering the addition of Borealis support.

For a full list of AWS announcements, be sure to keep an eye on the What’s New at AWS page.

Other AWS News
Some other updates and news that you may have missed:

New AWS Heroes – A warm welcome to our newest AWS Heroes! The AWS Heroes program is a worldwide initiative that acknowledges individuals who have truly gone above and beyond to share knowledge in technical communities. Get to know them in the June 2022 introduction blog post!

AWS open-source news and updates – My colleague Ricardo Sueiras writes this weekly open-source newsletter in which he highlights new open-source projects, tools, and demos from the AWS Community. Read edition #115 here.

Upcoming AWS Events
Join me in Las Vegas for Amazon re:MARS 2022. The conference takes place June 21–24 and is all about the latest innovations in machine learning, automation, robotics, and space. I will deliver a talk on how machine learning can help to improve disaster response. Say “Hi!” if you happen to be around and see me.

We also have more AWS Summits coming up over the next couple of months, both in-person and virtual.

In Europe:

In North America:

In South America:

Find an AWS Summit near you, and get notified when registration opens in your area.

Imagine Conference 2022You can now register for IMAGINE 2022 (August 3, Seattle). The IMAGINE 2022 conference is a no-cost event that brings together education, state, and local leaders to learn about the latest innovations and best practices in the cloud.

Sign up for the SQL Server Database Modernization webinar on June 21 to learn how to modernize and cost-optimize Microsoft SQL Server on AWS.

That’s all for this week. Check back next Monday for another Week in Review!

— Antje

Extract Insights From Customer Conversations with Amazon Transcribe Call Analytics

Post Syndicated from Julien Simon original https://aws.amazon.com/blogs/aws/extract-insights-from-customer-conversations-with-amazon-transcribe-call-analytics/

In 2017, we launched Amazon Transcribe, an automatic speech recognition (ASR) service that makes it easy to add speech-to-text capabilities to any application. Today, I’m very happy to announce the availability of Amazon Transcribe Call Analytics, a new feature that lets you easily extract valuable insights from customer conversations with a single API call.

Each discussion with potential or existing customers is an opportunity to learn about their needs and expectations. For example, it’s important for customer service teams to figure out the main reasons why customers are calling them, and measure customer satisfaction during these calls. Likewise, salespeople try to gauge customer interest, and their reaction to a particular sales pitch.

Thus, many customers and partners would like to add call analytics capabilities in different applications, regardless of their contact center provider. They often need to analyze more than phone calls, for example web-based audio and video calls. So far, they’ve typically done this by stitching AI services and dedicated ML models together, and they’ve asked us for a simpler solution.

We got to work and built Amazon Transcribe Call Analytics, a new addition to Transcribe and a key enhancement to AWS Contact Center Intelligence. If you can’t wait to try it, feel free to jump now to the AWS console. If you’d like to learn more, read on!

Introducing Amazon Transcribe Call Analytics
Based on ASR implemented in Transcribe, Transcribe Call Analytics adds natural language processing (NLP) capabilities specifically trained on customer calls, and optimized to provide highly accurate call transcripts and actionable insights. With a simple API call, developers can now easily add call analytics to any application, and extract customer insights from conversations without having to build AI pipelines and train custom ML models.

Key features of Transcribe Call Analytics include:

  • Timestamped turn-by-turn call transcription in 21 languages.
  • Issue detection, which picks up the shortest set of contiguous words in a conversation turn that represents the reason why the customer is calling. This works out of the box without any configuration or training.
  • Call categorization based on conversational characteristics:
    • Matching specific words and phrases,
    • Detecting non-talk time,
    • Detecting interruptions,
    • Analyzing sentiment for the customer and the agent.
  • Call characteristics such as:
    • How quickly and loudly a customer or agent are speaking,
    • Detecting non-talk time,
    • Detecting interruptions.
  • Redaction of sensitive data from the text transcript and the corresponding audio file.

For example, you can create rules to flag calls where customers interrupt the agent, exhibit negative sentiment, and say “I want to speak with the manager”. These calls certainly did not go well, and are worth analyzing in detail! You can also look for calls where agents don’t use pre-defined greetings (“Welcome to ACME Support, how can I help you today?”) within the first 15 seconds, to measure script compliance and help supervisors identify agent coaching opportunities. Another popular scenario is to create rules that flag mentions of your specific products and services (“Your ACME Turbo 2000 vacuum cleaner isn’t working like it should”), in order to pick up any emerging trends you’d need to be aware of.

Last but not least, you can further process the text transcript with other AI services such as Amazon Translate, or with custom NLP models built with Amazon SageMaker.

Now, let’s do a quick demo.

Extracting Insights with Amazon Transcribe Call Analytics
Here’s a fictitious support call, where a lady calls her bank to report that she’s lost her credit and debit cards. The sound file is a stereo WAV file (16-bit, 8KHz).

Transcribe Call Analytics requires that the agent and the customer are recorded in their own channel. We’ll also need to tell which is the agent channel. In a stereo file, the left channel is usually the first channel (channel #0), and the right channel is the second one (channel #1). This is the case for this call.

If you’re not sure which is which, you can easily use the versatile ffmpeg open source tool to extract each channel to a separate audio file.

$ ffmpeg -i demo-call.wav -map_channel 0.0.0 channel0.wav -map_channel 0.0.1 channel1.wav

You can use the same technique to extract audio channels from other file types, such as video files, and recombine them to a stereo audio file. You’ll find more information in the ffmpeg documentation.

Now that I’m sure that the agent is in channel #1, I use the AWS CLI to upload the audio file to an S3 bucket.

$ aws s3 cp launch-call.wav s3://jsimon-transcribe-useast1/demo-call.wav --region us-east-1

Opening the Transcribe Call Analytics console, I see that call category templates are available.

Call categories

I decide to create one for supervisor escalations. Then, with a couple of clicks, I create a custom call category named welcome-message, to check if the agent starts the call with an appropriate welcome. I could add several phrases to check for if needed. We recommend that you use short sentences to minimize the chance of filler words popping up (‘hmm’, ‘err’, and so on).

Call category

Then, I create a call analytics job using the general model available in Transcribe. I also enable automatic language detection.

Creating a job

Then, I define the location of the audio file in S3, flagging channel #1 as the agent channel.

Creating a job

I decide to store the transcript in the default S3 bucket created by Transcribe in my account. I could also use my own bucket if needed. Then, I pick an AWS Identity and Access Management (IAM) role with sufficient permissions, and I launch the job.

A minute later or so, the job is complete. The console contains a preview of the text transcript, as well as a link to the full JSON transcript.

Viewing the transcript

As the agent used the proper welcome sentence in the first 15 seconds, the call is tagged with the category I created earlier.

Call categories

Downloading the JSON transcript, each sentence in the conversation is enriched with metadata on per-word loudness, measured on a 0-100 range with 100 being extremely loud. Here’s the first sentence:

"Content":"Hello and thank you for calling the bank. This is Ashley speaking, how may I help you today?"

Looking at the next sentence, I see that Transcribe Call Analytics automatically detected what the customer issue is. The corresponding text is in bold:

"Content": "Hi um uh you just need to cancel my card. Um I have a debit card and a credit card.",
"IssuesDetected":[{"UnredactedCharacterOffsets":{"Begin": 26,"End": 40}}. . .

At the end of the transcript, I see global call statistics (duration, talk time, words per minute, matched categories). Transcribe also gives me overall sentiment information, meaured from -5 (extremely negative) to +5 (extremely positive). I also get a a breakdown in four quarters.


We can see that the customer started the call with negative sentiment, moving quickly to neutral sentiment, and ending the call with positive sentiment. This is a good sign that the call was handled satisfactorily, and that the customer problem was solved.

If you’d like to convert the transcript to a Word document with additional visualizations, my colleague Andrew Kane has built a nice tool and made it available on Github. Here’s a sample report produced by his tool.

Andrew's tool

AWS Customers and Partners Are Using Amazon Transcribe Call Analytics

Ben Rigby, the SVP, Global Head of Product & Engineering, Artificial Intelligence, Automation, and Workforce at Talkdesk told us, “Our customers are processing millions of customer service calls in their contact centers a year and have a critical need to extract actionable conversation insights to ensure positive business outcomes. As an AWS Contact Center Intelligence partner, we further enhanced our call transcription capabilities with Amazon Transcribe. With the launch of Amazon Transcribe Call Analytics, we’re excited to add even more AI capabilities to our Speech Analytics and QM Assist products. These deeper insights can provide agents and supervisors with the data they need to improve the speed and quality of their customer service while boosting workforce productivity.

Praphul Kumar, the Chief Product Officer of SuccessKPI adds, “Amazon Transcribe Call Analytics API enables us to add ML-based capabilities to our platform faster and at a lower cost. This new API removes the need to integrate multiple AI services together and develop custom machine learning models in certain areas. With Transcribe Call Analytics, we will be able to provide conversation insights such as sentiment, non-talk time, and call categories to gauge agent performance. This helps to drive better call outcomes, reduce agent turnover, uncover agent coaching opportunities, and measure call script compliance. Combining AWS services into SuccessKPI’s experience analytics platform was a no brainer. We are looking forward to bringing this valuable capability into the hands of large enterprises and government agencies.

Getting Started
A single API call is all it takes to extract rich insights from your customer conversations. You can start using Amazon Transcribe Call Analytics today in the following regions:

  • US West (Oregon), US East (N. Virginia),
  • Canada (Central),
  • Europe (London), Europe (Frankfurt),
  • Asia Pacific (Mumbai), Asia Pacific (Singapore), Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Sydney).

Please give this new feature a try in the AWS console, and let us know what you think. We always look forward to your feedback! You can send it through your usual AWS Support contacts or post it on the AWS Forum for Amazon Transcribe.

One last thing: if you’re looking for an easy to use omnichannel cloud contact center, you should definitely take a look at Amazon Connect and its ML powered analytics, Contact Lens.

– Julien

Amazon Transcribe Now Supports Automatic Language Identification

Post Syndicated from Julien Simon original https://aws.amazon.com/blogs/aws/amazon-transcribe-now-supports-automatic-language-identification/

In 2017, we launched Amazon Transcribe, an automatic speech recognition service that makes it easy for developers to add a speech-to-text capability to their applications. Since then, we added support for more languages, enabling customers globally to transcribe audio recordings in 31 languages, including 6 in real-time.

A popular use case for Amazon Transcribe is transcribing customer calls. This allows companies to analyze the transcribed text using natural language processing techniques to detect sentiment or to identify the most common call causes. If you operate in a country with multiple official languages or across multiple regions, your audio files can contain different languages. Thus, files have to be tagged manually with the appropriate language before transcription can take place. This typically involves setting up teams of multi-lingual speakers, which creates additional costs and delays in processing audio files.

The media and entertainment industry often uses Amazon Transcribe to convert media content into accessible and searchable text files. Use cases include generating subtitles or transcripts, moderating content, and more. Amazon Transcribe is also used by operations team for quality control, for example checking that audio and video are in sync thanks to the timestamps present in the extracted text. However, other problems couldn’t be easily solved, such as verifying that the main spoken language in your videos is correctly labeled to avoid streaming video in the wrong language.

Today, I’m extremely happy to announce that Amazon Transcribe can now automatically identify the dominant language in an audio recording. This feature will help customers build more efficient transcription workflows by getting rid of manual tagging. In addition to the examples mentioned above, you can now also easily use Amazon Transcribe to automatically recognize and transcribe voicemails, meetings, and any form of recorded communication.

Introducing Automatic Language Identification
With a minimum of 30 seconds of audio, Amazon Transcribe can efficiently generate transcripts in the spoken language without wasting time and resources on manual tagging. Automatic identification of the dominant language is available in batch transcription mode for all 31 languages. Thanks to sampling techniques, language identification happens much faster than the transcription itself, in the matter of seconds.

If you’re already using Amazon Transcribe for speech recognition, you just need to enable the feature in the StartTranscriptionJob API. Before your transcription job is complete, the response of the GetTranscriptionJob API will tell the dominant language of the audio recording, and its confidence score between 0 and 1. The transcript lists the top five languages and their respective confidence scores.

Of course, if you want to use Amazon Transcribe exclusively for automatic language identification, you can simply process the API response and ignore the transcript. In this case, you should stick to short 30-45 second audio recordings to minimize costs.

You can also restrict languages that Amazon Transcribe tries to identify, by passing a list of languages to the StartTranscriptionJob API. For example, if your company call center only receives calls in English, Spanish and French, then restricting identifiable languages to this list will increase language identification accuracy.

Now, I’d like to show you how easy it us to use this new feature!

Detecting the Dominant Language With Amazon Transcribe
First, let’s try a high quality sample. I’ll use the audio track from one of my breakout sessions at AWS Summit Paris 2019. I can easily download it using the youtube-dl tool.

$ youtube-dl -f bestaudio https://www.youtube.com/watch?v=AFN5jaTurfA
$ mv AWS\ \&\ EarthCube\ _\ Deep\ learning\ démarrer\ avec\ MXNet\ et\ Tensorflow\ en\ 10\ minutes-AFN5jaTurfA.m4a video.m4a

Using ffmpeg, I shorten the audio clip to 1 minute.

$ ffmpeg -i video.m4a -ss 00:00:00.00 -t 00:01:00.00 video-1mn.m4a

Then, I upload the clip to an Amazon Simple Storage Service (S3) bucket.

$ aws s3 cp video-1mn.m4a s3://jsimon-transcribe-uswest2/

Next, I use the AWS CLI to run a transcription job on this audio clip, with language identification enabled.

$ awscli transcribe start-transcription-job --transcription-job-name video-test --identify-language --media MediaFileUri=s3://jsimon-transcribe-uswest2/video-1mn.m4a

Waiting only a few seconds, I check the status of the job. I could also use a Amazon CloudWatch event to be notified that language identification is complete.

$ awscli transcribe get-transcription-job --transcription-job-name video-test
    "TranscriptionJob": {
        "TranscriptionJobName": "video-test",
        "TranscriptionJobStatus": "IN_PROGRESS",
        "LanguageCode": "fr-FR",
        "MediaSampleRateHertz": 44100,
        "MediaFormat": "mp4",
        "Media": {
        "MediaFileUri": "s3://jsimon-transcribe-uswest2/video-1mn.m4a"
    "Transcript": {},
    "StartTime": 1593704323.312,
"CreationTime": 1593704323.287,

    "Settings": {
        "ChannelIdentification": false,
        "ShowAlternatives": false
    "IdentifyLanguage": true,
    "IdentifiedLanguageScore": 0.915885329246521

As highlighted in the output, the dominant language has been correctly detected in seconds, with a high confidence score of 91.59%. A few more seconds later, the transcription job is complete. Running the same CLI call, I can retrieve a link to the transcription, which also includes the top 5 languages for the audio clip, sorted by decreasing score.


Adding up French and Canadian French, we pretty much get a score of 100%, so there’s no doubt that this clip is in French. In some cases, you may not care for that level of detail, and you’ll see in the next example how to restrict the list of detected languages.

Restricting the List of Detected Languages
As customer call transcription is a popular use case for Amazon Transcribe, here is a 40-second audio clip (WAV, 8KHz, 16-bit resolution), where I’m reading a paragraph from the French version of the Amazon Transcribe page. As you can hear, quality is pretty awful, and I added background music (Bach-ground, actually) for good measure.

Again, I upload the clip to an S3 bucket, and I use the AWS CLI to transcribe it. This time, I restrict the list of languages to French, Spanish, German, US English, and British English.

$ aws s3 cp speech-8k.wav s3://jsimon-transcribe-uswest2/
$ awscli transcribe start-transcription-job --transcription-job-name speech-8k-test --identify-language --media MediaFileUri=s3://jsimon-transcribe-uswest2/speech-8k.wav --language-options fr-FR es-ES de-DE en-US en-GB

A few seconds later, I check the status of the job.

$ awscli transcribe get-transcription-job --transcription-job-name speech-8k-test
    "TranscriptionJob": {
    "TranscriptionJobName": "speech-8k-test",
    "TranscriptionJobStatus": "IN_PROGRESS",
    "LanguageCode": "fr-FR",
    "MediaSampleRateHertz": 8000,
    "MediaFormat": "wav",
    "Media": {
        "MediaFileUri": "s3://jsimon-transcribe-uswest2/speech-8k.wav"
    "Transcript": {},
    "StartTime": 1593705151.446,
"CreationTime": 1593705151.423,

    "Settings": {
        "ChannelIdentification": false,
        "ShowAlternatives": false
    "IdentifyLanguage": true,
    "LanguageOptions": [
    "IdentifiedLanguageScore": 0.9995

As highlighted in the output, the dominant language has been correctly detected with a very high confidence score in spite of the terrible audio quality. Restricting the list of languages certainly helps, and you should use it whenever possible.

Getting Started
Automatic Language Identification is available today in these regions:

  • US East (N. Virginia), US East (Ohio), US West (N. California), US West (Oregon), AWS GovCloud (US-West).
  • Canada (Central).
  • South America (São Paulo).
  • Europe (Ireland), Europe (London), Europe (Paris), Europe (Frankfurt).
  • Middle East (Bahrain).
  • Asia Pacific (Hong Kong), Asia Pacific (Mumbai), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney).

There is no additional charge on top of the existing pricing. Give it a try, and please send us feedback either through your usual AWS Support contacts, or on the AWS Forum for Amazon Transcribe.

– Julien