Amazon Web Services (AWS) announced on Monday that it is integrating machine learning (ML)-based call analytics capabilities into the Amazon Chime SDK, aiming to streamline the process of generating insights from real-time audio calls, transcriptions, and voice analyses. The Amazon Chime SDK is a software development kit that enables developers to implement messaging, audio, video, and screen-sharing functionalities in web or mobile applications.
With these updates, developers are now able to incorporate ML-powered voice analytics into their applications. According to AWS, the ML model can detect and classify the tone of participants, whether they are expressing a positive, neutral, or negative sentiment. Sébastien Stormacq, Principal Developer Advocate at AWS, explained in a blog post that voice tone analysis employs ML to deduce sentiment by jointly analyzing lexical, linguistic, acoustic, and tonal information from speech signals.
Stormacq stated that data from live call voice tone analyses are accessible in a developer's chosen data lake, which can then be used to create custom dashboards for data visualization. AWS has observed strong demand for call analytics features in various industries, such as banking, financial services, business process outsourcing (BPO), public sector, healthcare, telecommunications, and insurance. The insights gleaned from call analytics can enhance sales strategies, employee productivity, and overall enterprise efficiency.
Apart from integrating call analytics into the SDK, AWS has updated the AWS Management Console, their centralized section for all AWS services, to simplify the process of implementing call analytics capabilities within applications using the SDK. The AWS Management Console's Amazon Chime SDK section now offers a graphical configuration that allows developers to incorporate analytics into audio applications, without needing expertise in cloud infrastructure, telephony, or artificial intelligence or having to write code.
Developers can select the AWS AI service they prefer to use for analyzing real-time audio data, such as voice analytics, Amazon Transcribe, or Amazon Transcribe Call Analytics. Stormacq mentioned that AWS handles the integration between AI services and voice-based or telephony applications. The management console helps developers specify where they want to direct the analytics data, either to an Amazon Kinesis stream or an Amazon Simple Storage Service (Amazon S3) bucket. Real-time notifications from voice analytics can be sent to an AWS Lambda-based function or an SQS queue or Amazon Simple Notification Service topic.
To visualize the gathered insights, enterprises must first deliver the analyses to a data lake and subsequently use a service like Amazon QuickSight or Tableau to create dashboards. These dashboards can then be embedded in applications, wikis, and portals, or downloaded as pre-built dashboards in the form of AWS CloudFormation templates for deployment in an AWS account. Call analytics can also generate real-time alerts by posting events to Amazon EventBridge, which can be integrated into an AWS account or any other third-party application.
Although the new call analytics capabilities do not require any infrastructure investment, AWS will charge enterprises based on their usage. Pricing is determined by the volume of audio data analyzed per minute and may vary across data center locations. These call analytics features are currently available in the US East (N. Virginia), Asia Pacific (Singapore), and Europe (Frankfurt) regions.
In addition to AWS offering, low-code and no-code platforms like AppMaster.io have been gaining momentum in recent times, transforming the way businesses develop and maintain their applications. AppMaster, a no-code platform with over 60,000 users, allows professionals to create web, mobile, and backend applications at a fraction of the cost and time spent with traditional development methods. By automating the application development process, platforms like AppMaster increase agility in various industries such as banking, healthcare, and insurance.
