Generative AI is being used to automate call summarization in contact centers. With large language models (LLMs) powered by generative AI, accurate and contextually relevant summaries can be generated in a fraction of the time it takes to manually summarize calls. This not only improves efficiency but also enhances the customer experience by reducing the need for customers to repeat information when transferred to another agent. Amazon Transcribe and Live Call Analytics with Agent Assist are tools that can be used to implement this solution, providing real-time call transcription and call summaries.
Contact Center Optimization Through AI: Enhancing Call Summaries and Dispositions
Your contact center plays a crucial role in connecting your business with your customers. Each call represents an opportunity to understand your customers’ needs and improve your service. Call summarization is vital for gathering insights from customer calls and improving the customer journey.
However, manual call summarization is time-consuming and often leads to empty or inaccurate summaries. This negatively impacts agents’ performance metrics and frustrates customers who have to repeat information when transferred to another agent.
Thankfully, generative AI offers a solution to automate and improve call summarization efficiently.
How Generative AI Enhances Call Summaries
Generative AI relies on powerful machine learning models called foundation models (FMs). Within FMs, large language models (LLMs) focus on natural language understanding, allowing them to generate accurate and contextually relevant call summaries. These LLMs can handle complex sentence structures and determine topics, intents, next steps, and outcomes. By automating call summarization with LLMs, contact centers can deliver better customer experiences while reducing the documentation burden on agents.
Practical Solution Overview
To implement generative AI for call summarization, start with transcribing customer calls accurately. Amazon Transcribe is a feature-rich speech-to-text API that provides high-accuracy transcripts for contact center calls. Crucially, it ensures customer data privacy by redacting sensitive information before generating automated call summaries.
If you’re already using Amazon Connect, Contact Lens for Amazon Connect offers real-time transcription and analytics features. For other contact centers, our Live Call Analytics with Agent Assist solution simplifies call transcription and summarization using generative AI. This solution also integrates with your Customer Relationship Management (CRM) system to automatically update generated call summaries.
Leveraging LCA Architecture for Call Summarization
Our Live Call Analytics with Agent Assist (LCA) solution provides a CloudFormation template that deploys the necessary architecture for call summarization:
- Call audio is streamed to Amazon Chime SDK Voice Connector, which buffers the audio in Amazon Kinesis Video Streams or other audio ingestion mechanisms.
- Amazon Chime SDK Call Analytics transcribes the audio using Amazon Transcribe and writes the output to Amazon Kinesis Data Streams.
- A Lambda function processes the transcriptions and stores them in Amazon DynamoDB.
- After the call ends, an Amazon EventBridge notification triggers a Lambda function that generates a prompt for the LLM-based summarization with Amazon Bedrock. The generated summary is stored in DynamoDB and can be used by agents.
- LCA also provides the option to call the summarization Lambda function during a call for real-time summarization, which is especially useful during agent transfers or escalations.
Driving Agent Productivity with Customizable Summaries
LCA empowers you to customize your call summaries by using prompt engineering with LLM inferences. You can generate summaries, agent dispositions, lists of follow-up tasks, or even automated emails thanking the customer for the call. These customizations greatly improve agent productivity and accuracy in after-call work. Furthermore, the generated responses can be seamlessly integrated into your CRM system.
Unlock the Full Potential of AI for Contact Centers
By adopting generative AI for call summarization, you can improve both agent performance and customer experiences. Transcribing calls accurately and automating summaries using LLMs reduces the mental burden on agents and ensures accurate documentation. Our open source Live Call Analytics with Agent Assist solution provides a practical starting point for implementing AI in your contact center. For more information on deploying LCA and leveraging generative AI, check out our resources.
About the Authors
Christopher Lott, Senior Solutions Architect at AWS AI Language Services, and Smriti Ranjan, Principal Product Manager at AWS AI/ML, bring extensive experience in enterprise software development and product management. They share a passion for leveraging AI to transform customer experiences.
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