Amazon Web Services (AWS) has announced a new update to its Amazon Chime software development kit with real-time call analytics capabilities, making it easier and more cost-effective for developers to generate insights from audio calls. The call analytics feature can turn speech into actionable data with sentiment analysis, voice tone analysis and speaker search.
The Amazon Chime SDK is a set of real-time communications components for developers that can easily be integrated into web and mobile applications. With the SDK, developers can add features such as video, messaging, audio and screen-sharing into their applications. For example, healthcare providers and app developers can add a video call feature to their health app and enable patients to connect with their doctors easily.
The call analytics feature uses machine learning to analyze spoken words and extract sentiment from speech signals. This allows developers to detect things like dissatisfaction or impatience from audio calls. The information from these analyses is transmitted to the customer’s own data lake and visualized through dashboards for informing insights. For instance, the finance industry could use this to provide real-time feedback to supervisors and help traders improve their performance. Amazon Chime SDK call analytics could also be beneficial for healthcare, public sector, telecommunications, and insurance.
The speaker search feature helps developers to recognize individual speakers in audio calls with just a few seconds of speech. This can help with tasks such as quickly retrieving caller information or making transcripts of calls with identity attribution. Other updates to the AWS Management Console make it even easier to integrate these call analytics capabilities into all kinds of applications.
Amazon Web Services provides competitive pricing for Amazon Chime SDK call analytics and the pricing is based on usage. At the moment, it is currently available in the US East (Ohio, N. Virginia), Asia Pacific (Singapore) and Europe (Frankfurt) regions, with plans to expand to more soon.
Amazon Web Services is a subsidiary of Amazon.com and it is the world’s largest cloud computing platform, with customers ranging from individuals to governments, startups, and big corporations. AWS works to deliver the same web services for customers of all sizes, with a broad and deep portfolio of cloud products.
Sébastien Stormacq is the Principal Developer Advocate at Amazon. He worked on the new call analytics feature to help teams build “tomorrow’s experiences” while providing customers with the tools they need to turn voice into action. Stormacq also discussed how this feature could be beneficial for certain industries, offering examples of its usage in the finance sector.
With Amazon Chime SDK call analytics, users can access the insights they need to better understand their customers, quickly and cost-effectively. All in all, this new development from Amazon Web Services aids developers in keeping up with the advancements in real-time audio communications.
