What is Voice Insights?

For Amazon Connect customers looking to reduce call volumes, call handling time, and time spent on reporting and monitoring,

Voice Insights provides contact center insights and monitoring, a fully searchable repository of calls, call recording transcriptions and analysis, to ultimately help organizations achieve operational efficiency and identify opportunities for automation.

Problems and Challenges

These are some of the most common problems and challenges that we have bumped into while talking to contact center customers.

Reduce Call Volumes

High call volumes mean at the very least high cost of operation and friction in the customer experience. While doing away with all your calls is not a realistic goal, reducing the number of calls you receive by providing smart, data-driven customer service is.

Lastly, reducing the number of calls by automating boilerplate, repetitive issues allows your staff to focus more on the issues that matter the most to your customers.

Monitor Contact Center

Monitoring hundreds of thousand or millions of calls is non-trivial. Also, monitoring just basic metrics such as Call Handling Time or IVR containment is not sufficient. Getting insights beyond the surface level is crucial to operational success.

Identify Call Drivers

It is difficult to train support staff to service customers, without a good understanding of what the customers actually need. This is why making sense of what your customers are talking about is critical.

Increase First Call Resolution

Sometimes customer service calls are necessary. Maybe calling is more accessible or maybe the customer enjoys talking to your support staff. What is unecessary is for your customers to keep calling back for the same issue, which is why understanding your customer's needs is important.

Key Features & Highlights

Metrics

Monitor

Monitor your Contact Center operation and generate reports, all from a centralized dashboard.

Search

Search

Search and filter through your calls and recordings in a unified search interface.

Automate

Automate

Leverage our pre-trained AI models for automatic call topic identification for banking, insurance, and air travel.

Insights

Understand

Visualize your calls from every angle to better understand your performance and to spot opportunities for automation.

Compare

Compare

Compare agents and queues to spot training opportunities and to ensure operational efficiency.

FAQs

We've answered a few questions that people tend to ask us. If there's something we missed, please get in touch. We'd be more than happy to answer any lingering questions — or even better, show you a demo!

What is Amazon Connect?

Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services.

For more details check out the Amazon Connect website.

The company behind Voice Insights is NLX Inc. We are a NYC based company focused on providing enterprise software solutions leveraging cutting-edge conversational AI technology.

We have another offering called NLX Studio, with which we can deliver conversational AI-powered applications (chatbots, voice bots, phone call bots) across any channel of interaction (ex. SMS, social channels, Smart-Home voice, Smart IVR). If you are interested in learning more about our conversational AI product suite, please check this page.

"NL" is a common prefix for abbreviations in the conversational AI space. Specifically, there is NLP, short for Natural Language Processing, NLU(nderstanding), NLG(eneration), and so on. We came up with NLX since our products aim to address just about every major component related to the Natural Language computer science field.

We follow industry best practices for handling, storing, and processing data. We also employ industry best practices to providing access control to our software and systems.

To read more about what we do to keep your data and information safe, please read more in our dedicated section on Security.

We do not and will not share your data with any other party. Routinely, we use anonymized data sets solely for the purpose of improving our service. For a full list of terms and policies, please take a look at our Terms of Service.

Our product is industry and use case agnostic, so if you'd like to learn more about how Voice Insights can help your business, please get in touch.

We developed a couple Natural Language models for banking, insurance, and air travel to offer automatic call topic identification for those industries. If you are interested in custom models or in understanding what call topics we can identify please get in touch.

Voice Insights is available today through the AWS Marketplace in all geographies where Amazon Connect is available. Please note that Voice Insights has not yet been through a GDPR compliance exercise and that we are planning to do so by Q1 2020.