Cloud Providers

   In this section, you can configure the Cloud Providers to use in your system:

Open

Cloud Provider Amazon Aws

Here you can create a new Account to use in order to transcribe voice recordings (customers calls that are stored in the Recordings section as MP3 files) and then to analyze the calls transcript (as text files) to detect the sentiment of the conversation. 

If your call center often record conversations with customers, it can be very unproductive to have to listen to them every time to analyze how your business is going. Instead, you can automatically use these recordings to improve customer service:

• transcribing the speech (using a process called automatic speech recognition) may help you determine the topics that customers are calling about

• detecting the sentiment of the conversation (if the call is a compliment or a complaint, that is returning an array of scores to estimate the probability that the input text is positive, negative, neutral, or mixed) can help you implement corrective measures to solve the problem.

Add a New Account

In order to use the functions described above, you need to create a new Account in this section:

Click on the  button at the bottom right and insert the new Account information

 

Open

• Name: a name chosen by you

• Service: the service to be launched to perform the requested automations (see the info box below)

• Specific Service Parameters. In particular for Amazon Services it is requested the following information (you can retrieve them in your Amazon AWS Account):

  • Secret Access Key

  • Access Key Id

 

Before using the system, please configure in the General Settings the Amazon storage (the nearest Bucket for your geographical region) where data will be saved, the Accounts to be used for both services and the language to be used (only one language per service can be chosen) when you run transcribe and sentiment analysis.

Cloud Provider Azure Microsoft