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aws-samples / amazon-transcribe-post-call-analytics

Apache License 2.0
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Amazon Connect support #262

Open air720boarder opened 5 months ago

air720boarder commented 5 months ago

I'd appreciate if Amazon Connect support were included. Ideally we want to use GenAI to create more intelligent evaluations that we run automatically, and to have the on-hand ability to simply ask GenAI questions about any particular call we have. Since this functionality is NOT built into AWS Connect, support here would be very useful.

air720boarder commented 4 months ago

Bumping - any support in the roadmap coming?

rstrahan commented 3 months ago

Hi @air720boarder Sorry for the delay.
Even today, PCA can process audio recordings created by Amazon Connect.

Is it specifically metadata / CTR support you need? Please clarify/specify what you see is the gap.

Can you also clarify the gap you see in Connect Contact Lens, since using Contact Lens for call analysis is generally the way to go with Connect.

Thanks!

air720boarder commented 2 months ago

Ideally this project can ingest the CTR records, so we can ask open ended questions about our calls. We want to be able to do further analysis than what ContactLens currently supports. Ideally we can look at all calls with a particular agent and ask questions, or call calls with a particular attribute or outcome. We don't have this capability today in ContactLens, to ask questions about our calls, or ultimately run evaluations based on questions that are more advanced than what CL supports currently.