The AWS CCI Post-Call Analytics solution helps drive deeper quality management insights through automatic analysis of contact-center conversations, generating actionable insights such as product and service feedback loops that can be used to benefit the rest of the organization, or the best performing interactions such as those ending with a positive sentiment score.
Typical areas of information that an organization's contact centers needs to know of their customers, and why they need it, are:
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|---|---|---|---|
| Who are you? | What do you need? | How did we do? | Where can we improve? |
| Accessing relevant customer data is crucial to problem resolution | Identifying problems correctly and efficiently impacts customer sentiment | Measuring how well the problem was handled and its impact on loyalty / retention | Analyzing the data to improve the customer experience and the bottom line |
Today every experience we face is defined by the best consumer experiences we know. We also judge all that we do with an unconscious bias, and invariably compare these to the brands we are loyal too. With an AI-enabled post-call analytics solution and your preferred Business Intelligence reporting tool you can answer these questions, which can then help you generate positive outcomes such as:
- Improved quality management with contact center call resolution insights
- More efficient call review process
- Development of better scorecards to assess agent performance
- Targetted agent training and reinforcement
The documentation is split into the following sections, walking through the installaion, configuration and running of the solution. It then continues into deeper-dives behind the scenes around how it works, how to further customise it, and then information about the underlying architecture and solution workflows.
| Section | Description |
|---|---|
| Introduction | An overview of all of the features of the Post-Call Analytics solution |
| Deployment | Installation and configuration instructions, along with an overview of the default data that can optionally be deployed |
| User interface | Walkthrough of various user interface screens, as well as discussing application user management |
| Audio ingestion | How to ingest audio files into the solution and how any errors will be handled, |
| Customization | How to improve the accuracy of the transcriptions with your domain-specific words, and how to identify entities of interest |
| Generative AI | How you can use Amazon Bedrock to generate customized insights and detect topics without training a machine learning model |
| Output JSON structure | Documentation on the main PCA JSON data format |
| System architecture (WIP) | An overview of the server-side architectural components and data flows, along with details of the operational workflows |
| Search and Reporting (WIP) | How to configure and use both the Amazon Kendra companion search application and Amazon QuickSight to help give you further insights into your customer call data |
For further details on every aspect of the AWS Contact Centre Intelligence solutions, including additional resources, Partner information and customer references, please visit the dedicated web page here.