Real Time Call Transcription and NLP
Life SciencesBusiness Impacts
~79%
Post-call summarization success rate
Reduced response time
Generated Insights on Customer Sentiments
Customer Key Facts
- Country : North America
- Industry : Healthcare
Problem Context
The client, a consumer healthcare navigation company, was finding it cumbersome and time consuming to manually summarize calls, identify customer information and search through records to answer customer queries. The client sought to build an automated solution to digitize and summarize calls for its agents in the contact centers.
Challenges
- Detecting and extracting medical terminologies from the conversations
- Understanding accents of different callers
- Managing variance in queries and identifying all types of keywords
Technologies Used
Amazon Chime Voice Connector
Amazon Transcribe
AWS Fargate
Amazon Kinesis Video Streams
Amazon Comprehend
Amazon S3
API Gateway
Solution
Quantiphi built an end-to-end automated pipeline for real-time transcription and natural language processing on the transcript.
Results
- Improved customer experience
- Enhanced operational efficiency
- Reduced manual effort
