Announcing real-time capabilities in Amazon Transcribe Call Analytics API to improve customer experience

We are excited to announce the general availability of real-time capabilities in Amazon Transcribe Call Analytics, a machine learning (ML) powered conversation insights API that enables developers to transcribe and analyze contact center audio calls for improving customer experience. Transcribe Call Analytics provides real-time insights into conversations to identify critical scenarios like a customer expressing dissatisfaction. Using these insights, developers can build a proactive system that assists agents with relevant information to solve customer issues, or alerts supervisors about emerging issues.

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