A company is building a contact center application and wants to gain insights from customer conversations. The company wants to analyze and extract key information from the audio of the customer calls. Which solution meets these requirements?
A.
Build a conversational chatbot by using Amazon Lex.
B.
Transcribe call recordings by using Amazon Transcribe.
C.
Extract information from call recordings by using Amazon SageMaker Model Monitor.
D.
Create classification labels by using Amazon Comprehend.
B: Transcribe call recordings by using Amazon Transcribe.
Explanation:
Amazon Transcribe is designed for converting speech in audio files (such as customer calls) into text. This text can then be analyzed further to extract key information. It is the first step in gaining insights from audio conversations, making it the appropriate solution for the given requirement.
select B
Amazon Transcribe is a service that converts audio into text, making it ideal for transcribing customer calls in a contact center. Once the audio is transcribed into text, you can further analyze the transcribed text to gain insights, such as identifying key information, customer sentiment, and specific topics discussed during the conversation.
Amazon Transcribe is designed specifically to convert audio to text, which is a necessary first step for gaining insights from customer conversations. Once transcribed, the text data can be further processed and analyzed for key information.
Amazon Comprehend (option D) is useful for extracting insights from text, like sentiment analysis and entity extraction, but it only works on text data, not on audio files directly. So, Amazon Comprehend could be used after Amazon Transcribe has converted the audio to text, but it wouldn't be a standalone solution for handling the audio.
So, it is B only
In real world, we would run transcribe first to convert the call to searchable text, and then run Comprehend to search and analyze for specific key words. Since the question is around analyize and extract key info, I will go for "D"
transcribe - Extract key business insights from customer calls, video files, clinical conversations, and more.
upvoted 2 times
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