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通話の Contact Lens 会話分析出力ファイルの例
以下のセクションでは、Contact Lens の会話分析が問題を検出し、カテゴリに一致させ、ラウドネスを示し、機密データを編集する場合に発生する出力の例を示します。
詳細については、各セクションを展開してください。
次の例は、Contact Lens 会話分析が分析した通話のスキーマを示しています。この例では、ラウドネス、問題の検出、通話の動機、および秘匿化されるべき情報を示します。
分析済みファイルについては、以下の点に注意してください。
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どの機密データが秘匿化されているのかは示されません。すべてのデータは PII (個人を特定できる情報) と呼ばれます。
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各ターンには、 が含まれている場合にのみ
Redactionセクションが含まれますPII。 -
Redactionセクションが存在する場合、ミリ秒単位のオフセットが含まれます。.wav ファイルでは、秘匿化された部分は無音になります。必要に応じて、前出のオフセットを使用して、無音部分を、ビープ音などの別のものに置き換えることができます。 -
2 つ以上のPIIリダクションが順番に存在する場合、最初のオフセットは最初の に適用されPII、2 番目のオフセットは 2 番目の に適用されますPII。
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "Channel": "VOICE", "ContentMetadata": { "Output": "Raw" }, "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "CUSTOMER", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "AGENT", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is Peter and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. Peter, how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] } }
このセクションでは、Contact Lens 会話分析によって分析された後の通話の編集済みファイルの例を示します。これは、解析されたオリジナルファイルのコピーです。唯一の違いは、機密データが消去されていることです。この例では、「CREDIT_DEBIT_NUMBER」、「NAME」、「USERNAME」の 3 つのエンティティが秘匿化対象として選択されています。
この例では、 RedactionMaskModeは に設定されていますPII。エンティティが秘匿化されると、Contact Lens はそのエンティティを [PII] に置き換えます。ENTITY_TYPE に設定されると、Contact Lens はデータをエンティティの名前 (例: [CREDIT_DEBIT_NUMBER]) に置き換えます。
{ "Version": "1.1.0", "AccountId": "your AWS account ID", "ContentMetadata": { "Output": "Redacted", "RedactionTypes": ["PII"], "RedactionTypesMetadata": { "PII": { "RedactionEntitiesRequested": ["CREDIT_DEBIT_NUMBER", "NAME", "USERNAME"], "RedactionMaskMode": "PII" // if you were to choose ENTITY_TYPE instead, the redaction would say, for example, [NAME] } } }, "Channel": "VOICE", "JobStatus": "COMPLETED", "LanguageCode": "en-US", "Participants": [ { "ParticipantId": "CUSTOMER", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "AGENT", "ParticipantRole": "AGENT" } ], "Categories": { "MatchedCategories": ["Cancellation"], "MatchedDetails": { "Cancellation": { "PointsOfInterest": [ { "BeginOffsetMillis": 7370, "EndOffsetMillis": 11190 } ] } } }, "ConversationCharacteristics": { "ContactSummary": { "PostContactSummary": { "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call." } }, "TotalConversationDurationMillis": 32110, "Sentiment": { "OverallSentiment": { "AGENT": 0, "CUSTOMER": 3.1 }, "SentimentByPeriod": { "QUARTER": { "AGENT": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 7427, "Score": 0 }, { "BeginOffsetMillis": 7427, "EndOffsetMillis": 14855, "Score": -5 }, { "BeginOffsetMillis": 14855, "EndOffsetMillis": 22282, "Score": 0 }, { "BeginOffsetMillis": 22282, "EndOffsetMillis": 29710, "Score": 5 } ], "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 8027, "Score": -2.5 }, { "BeginOffsetMillis": 8027, "EndOffsetMillis": 16055, "Score": 5 }, { "BeginOffsetMillis": 16055, "EndOffsetMillis": 24082, "Score": 5 }, { "BeginOffsetMillis": 24082, "EndOffsetMillis": 32110, "Score": 5 } ] } } }, "Interruptions": { "InterruptionsByInterrupter": { "CUSTOMER": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ], "AGENT": [ { "BeginOffsetMillis": 10710, "DurationMillis": 3790, "EndOffsetMillis": 14500 } ] }, "TotalCount": 2, "TotalTimeMillis": 7580 }, "NonTalkTime": { "TotalTimeMillis": 0, "Instances": [] }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 239 }, "CUSTOMER": { "AverageWordsPerMinute": 163 } } }, "TalkTime": { "TotalTimeMillis": 28698, "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 15079 }, "CUSTOMER": { "TotalTimeMillis": 13619 } } } }, "CustomModels": [ { // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html "Type": "TRANSCRIPTION_VOCABULARY", "Name": "ProductNames", "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field } ], "Transcript": [ { "BeginOffsetMillis": 0, "Content": "Okay.", "EndOffsetMillis": 90, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 79.27 ] }, { "BeginOffsetMillis": 160, "Content": "Just hello. My name is [PII] and help.", "EndOffsetMillis": 4640, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL", "LoudnessScore": [ 66.56, 40.06, 85.27, 82.22, 77.66 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 3290, "EndOffsetMillis": 3620 } ] } }, { "BeginOffsetMillis": 4640, "Content": "Hello. [PII], how can I help you?", "EndOffsetMillis": 6610, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 70.23, 73.05, 71.8 ], "Redaction": { "RedactedTimestamps": [ { "BeginOffsetMillis": 5100, "EndOffsetMillis": 5450 } ] } }, { "BeginOffsetMillis": 7370, "Content": "I need to cancel. I want to cancel my plan subscription.", "EndOffsetMillis": 11190, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "NEGATIVE", "LoudnessScore": [ 77.18, 79.59, 85.23, 81.08, 73.99 ], "IssuesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 0, "EndOffsetChar": 55 }, "Text": "I need to cancel. I want to cancel my plan subscription" } ] }, { "BeginOffsetMillis": 11220, "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.", "EndOffsetMillis": 15210, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEGATIVE", "LoudnessScore": [ 75.92, 75.79, 80.31, 80.44, 76.31 ] }, { "BeginOffsetMillis": 15840, "Content": "That sounds interesting. Thank you accept.", "EndOffsetMillis": 18120, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 73.77, 79.17, 77.97, 79.29 ] }, { "BeginOffsetMillis": 18310, "Content": "Alright, I made all the changes to the account and now these discounts applied.", "EndOffsetMillis": 21820, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "NEUTRAL", "LoudnessScore": [ 83.88, 86.75, 86.97, 86.11 ], "OutcomesDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 9, "EndOffsetChar": 77 }, "Text": "I made all the changes to the account and now these discounts applied" } ] }, { "BeginOffsetMillis": 22610, "Content": "Awesome. Thank you so much.", "EndOffsetMillis": 24140, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 79.11, 81.7, 78.15 ] }, { "BeginOffsetMillis": 24120, "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.", "EndOffsetMillis": 29710, "Id": "the ID of the turn", "ParticipantId": "AGENT", "Sentiment": "POSITIVE", "LoudnessScore": [ 87.07, 83.96, 76.38, 88.38, 87.69, 76.6 ], "ActionItemsDetected": [ { "CharacterOffsets": { "BeginOffsetChar": 12, "EndOffsetChar": 102 }, "Text": "I will send you all the details later today and call you back next week to check up on you" } ] }, { "BeginOffsetMillis": 30580, "Content": "Thank you. Sir. Have a nice evening.", "EndOffsetMillis": 32110, "Id": "the ID of the turn", "ParticipantId": "CUSTOMER", "Sentiment": "POSITIVE", "LoudnessScore": [ 81.42, 82.29, 73.29 ] } ] }
