MLS-C01 Question 311
Select 3You are building an automated customer service system for a call center. The system needs to transcribe customer calls in real-time and provide actionable insights based on keywords or phrases detected in the transcript. Additionally, the transcripts need to identify different speakers in the conversation. Which features of Amazon Transcribe should you use to meet these requirements?
- A
Real-time transcription
- B
Custom language models
- C
Speaker identification
- D
Call analytics
- E
Custom vocabulary
Show answer and explanation
Correct answers: A, C, D
Explanation
To meet the requirements of real-time transcription, identifying different speakers in the conversation, and extracting actionable insights, the key Amazon Transcribe features are real-time transcription, speaker identification, and call analytics. While features like custom language models and custom vocabulary can enhance accuracy, they are optional enhancements and not mandatory for this scenario.
- A. Correct.
Real-time transcription is required to capture and transcribe the customer calls in real-time, making it an essential feature for this use case.
- B. Incorrect.
Custom language models are used to improve transcription accuracy for domain-specific language, but they are not explicitly required for this scenario unless domain-specific vocabulary is critical.
- C. Correct.
Speaker identification allows the system to distinguish between different speakers in the conversation, which is necessary for a call center scenario where multiple speakers (e.g., customer and agent) interact.
- D. Correct.
Call analytics is a feature of Amazon Transcribe that provides insights such as sentiment analysis and keyword detection, which aligns with the requirement to extract actionable insights from the conversation.
- E. Incorrect.
Custom vocabulary is used to recognize specific words or phrases better, but it is not explicitly required unless the conversation includes uncommon terms or names that need to be accurately transcribed.