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Configure Amazon AWS Account

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AWS Requirements

In order to make it work you need to get an Amazon AWS Account, with Licence for these modules:

☑️ Amazon Transcribe to transform call recordings from audio to text (Amazon Transcribe – Speech to Text)

☑️ Amazon Comprehend to run sentiment analysis on the transcripts (Amazon Comprehend)

☑️ On AWS account, you need to configure a S3 bucket (From AWS Console Home → S3 → Buckets | See on Amazon Userguide how to create a bucket Create your first S3 bucket), by choosing your AWS Region.
For transcribe and other AI tools, on permissions tab, you need to check on grantee section that you have Objects and Bucket ACL with write permissions.

XCALLY Configuration

  • From XCALLY Settings, configure the Cloud Provider. Click on the (blue star) button:

  • Add the Amazon AWS Account:

To retrieve Access Key ID and Secret Access Key, consult this page → https://docs.aws.amazon.com/powershell/latest/userguide/pstools-appendix-sign-up.html

Info

Remember to set the account with these permissions:

  • Amazon Transcribe to transform call recordings from audio to text (ASR service)

  • Amazon Comprehend to run analysis on the transcripts (text analysis, key phrases, and sentiment)

  • To use the Post Call Analytics, from the Settings Menu → go to General → go to Global section and Enable audio split for voice recordings

  • From the Settings Menu → go to General → go to AI Tools section

    • Choose default Language for audio transcriptions

    • Indicate the created S3 bucket where your transcriptions and analysis data will be uploaded (bucket refers to Transcribe, Sentiment Analysis and Post call analytics tools)

  • Configure the AI TOOLS you want to use:

Enable Transcribe, Sentiment Analysis and Post call analytics.

Region: choose from the list of proposed values the geographic region closest to you (The S3 URI must point to the correct region: the region must be the same as the one configured in AWS).

Account: choose from the available account previously configured.

How it works

1- Run Transcribe option, by choosing language for the transcription process (Language inserted here by default is the same indicated in General Settings)

When you click on Start Transcription, technically your audio is sent to bucket configured on AWS, which, when it is ready, takes the audio from this bucket and launch the transcription.
You can see the transcript in the specific tab (Edit Voice Recording):

Record: Call recording audio file (mono format).

If split voice recording has been enabled, the system generates one audio per speaker (stereo format).

When post call analytics is run, the audio file is colored depending on the sentient analysis (positive, negative or neutral).

Transcription complete: If split voice recording has been enabled, call transcript is split in two sides, one per conversation turn/speaker.

When post call analytics is run, the text side box is colored depending on the sentient analysis (POSITIVE, NEUTRAL or NEGATIVE).

Transcript: Call transcript. Amazon Transcribe uses machine learning models to convert speech to text.

Transcript tools:

  1. Click on the icon to play the single speaker audio

  2. Click on the icon mute the single speaker audio

2- Run Sentiment and see the Sentiment Analysis in the specific tab (Edit Voice Recording):

Sentiment analysis:

Sentiment analysis inspects the call transcript text and returns an inference of the prevailing sentiment (POSITIVE, NEUTRAL, MIXED, or NEGATIVE) and their corresponding confidence levels.

Sentiment determination returns the following values:

  • Positive – The text expresses an overall positive sentiment.

  • Negative – The text expresses an overall negative sentiment.

  • Mixed – The text expresses both positive and negative sentiments.

  • Neutral – The text does not express either positive or negative sentiments.

SENTIMENT (first box): The inferred sentiment that Amazon Comprehend has the highest level of confidence in.

POSITIVE, NEGATIVE, NEUTRAL, MIXED: Amazon Comprehend confidence levels for each sentiment.

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Consult Amazon Documentation: https://docs.aws.amazon.com/comprehend/latest/APIReference/API_DetectSentiment.html

3- Run Post call Analytics and see the analytics in the specific tab (Edit Voice Recording):

Post-call Analytics sentiment analysis estimates how the customer and agent are feeling throughout the call. This metric is represented as a quantitative value (with a range from -5 to 5). Quantitative values are provided per quarter and per call.

This metric can help identify if your agent is able to delight an upset customer by the time the call ends.

Post call analytics: Call overall sentiment score per speaker, with a range from 0 to 5. XCALLY recalculates Amazon’s metrics (for example, -5 (Amazon) corresponds to 0 (XCALLY), 0 (Amazon) corresponds to 2,5 (XCALLY), 5 (Amazon) corresponds to 5 (XCALLY)).

Time graph sentiment: It displays the overall sentiment per speaker per quarter, with a range from -5 to 5.

Clicking on one of the four points (call’s quarters) of the line, sentiment scores per speaker are shown.

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Consult Amazon Documentation: https://docs.aws.amazon.com/transcribe/latest/dg/call-analytics-batch.html