Principal Financial Group uses AWS Post Call Analytics solution to extract omnichannel customer insights
AWS Machine Learning Blog
NOVEMBER 15, 2023
As a first step, they wanted to transcribe voice calls and analyze those interactions to determine primary call drivers, including issues, topics, sentiment, average handle time (AHT) breakdowns, and develop additional natural language processing (NLP)-based analytics. Each year, Principal handles millions of calls and digital interactions.
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