Creating categories for real-time transcriptions - Amazon Transcribe
Rule criteria for real-time Call Analytics categories

Creating categories for real-time transcriptions

Real-time Call Analytics supports the creation of custom categories, which you can use to tailor your transcript analyses to best suit your specific business needs.

You can create as many categories as you like to cover a range of different scenarios. For each category you create, you must create between 1 and 20 rules. Real-time Call Analytics transcriptions only support rules that use TranscriptFilter (keyword matches). For more detail on using rules with the CreateCallAnalyticsCategory operation, refer to the Rule criteria for real-time Call Analytics categories section.

If the content in your media matches all the rules you've specified in a given category, Amazon Transcribe labels your output with that category. See category event output for an example of a category match in JSON output format.

Here are a few examples of what you can do with custom categories:

  • Identify issues that warrant immediate attention by flagging and tracking specific sets of keywords

  • Monitor compliance, such as an agent speaking (or omitting) a specific phrase

  • Flag specific words and phrases in real time; you can then set your category match to set an immediate alert. For example, if you create a real-time Call Analytics category for a customer saying "speak to a manager," you can set an event alert for this real-time category match that notifies the on-duty manager.

Post-call versus real-time categories

When creating a new category, you can specify whether you want it created as a post-call category (POST_CALL) or as a real-time category (REAL_TIME). If you don't specify an option, your category is created as a post-call category by default. Real-time category matches can be used to create real-time alerts. For more information, see Creating real-time alerts for category matches.

To create a new category for real-time Call Analytics, you can use the AWS Management Console, AWS CLI, or AWS SDKs; see the following for examples:

  1. In the navigation pane, under Amazon Transcribe, choose Amazon Transcribe Call Analytics.

  2. Choose Call analytics categories, which takes you to the Call analytics categories page. Select the Create category button.

    Amazon Transcribe console screenshot: the Call Analytics 'categories' page.

  3. You're now on the Create category page. Enter a name for your category, then choose 'Real time call analytics' in the Category type dropdown menu.

    Amazon Transcribe console screenshot: the 'category settings' panel.

  4. You can choose a template to create your category or you can make one from scratch.

    If using a template: select Use a template (recommended), choose the template you want, then select Create category.

    Amazon Transcribe console screenshot: the 'category settings' panel showing optional templates.

  5. If creating a custom category: select Create from scratch.

    Amazon Transcribe console screenshot: the 'create category' page showing 'rules' pane.

  6. Add rules to your category using the dropdown menu. You can add up to 20 rules per category. With real-time Call Analytics transcriptions, you can only include rules that involve transcript content matches. Any matches are flagged in real time.

    Amazon Transcribe console screenshot: the 'rules' pane with list of rule types.

  7. Here's an example of a category with one rule: a customer who says "speak to a manager" at any point in the call.

    Amazon Transcribe console screenshot: the 'rules' pane with logic options.

  8. When you're finished adding rules to your category, choose Create category.

This example uses the create-call-analytics-category command. For more information, see CreateCallAnalyticsCategory, CategoryProperties, and Rule.

The following example creates a category with the rule:

  • The customer spoke the phrase "speak to the manager" at any point in the call.

This example uses the create-call-analytics-category command, and a request body that adds a rule to your category.

aws transcribe create-call-analytics-category \
--cli-input-json file://filepath/my-first-analytics-category.json

The file my-first-analytics-category.json contains the following request body.

{
  "CategoryName": "my-new-real-time-category",
  "InputType": "REAL_TIME",
  "Rules": [
        {
            "TranscriptFilter": {
                "Negate": false,
                "Targets": [
                    "speak to the manager"
                ],
                "TranscriptFilterType": "EXACT"
            }
        }
    ]
}

This example uses the AWS SDK for Python (Boto3) to create a category using the CategoryName and Rules arguments for the create_call_analytics_category method. For more information, see CreateCallAnalyticsCategory, CategoryProperties, and Rule.

For additional examples using the AWS SDKs, including feature-specific, scenario, and cross-service examples, refer to the Code examples for Amazon Transcribe using AWS SDKs chapter.

The following example creates a category with the rule:

  • The customer spoke the phrase "speak to the manager" at any point in the call.

from __future__ import print_function
import time
import boto3
transcribe = boto3.client('transcribe', 'us-west-2')
category_name = "my-new-real-time-category"
transcribe.create_call_analytics_category(
    CategoryName = category_name,
    InputType = "REAL_TIME",
    Rules = [
        {
            'TranscriptFilter': {
                'Negate': False,
                'Targets': [
                    'speak to the manager'                    
                ],
                'TranscriptFilterType': 'EXACT'
            }
        }
    ]
)

result = transcribe.get_call_analytics_category(CategoryName = category_name)    
print(result)

Rule criteria for real-time Call Analytics categories

This section outlines the types of custom REAL_TIME rules that you can create using the CreateCallAnalyticsCategory API operation.

Issue detection occurs automatically, so you don't need to create any rules or categories to flag issues.

Note that only keyword matches are supported for real-time Call Analytics transcriptions. If you want to create categories that include interruptions, silence, or sentiment, refer to Rule criteria for post-call analytics categories.

Keyword match

Rules using keywords (TranscriptFilter data type) are designed to match:

  • Custom words or phrases spoken by the agent, the customer, or both

  • Custom words or phrases not spoken by the agent, the customer, or both

  • Custom words or phrases that occur in a specific time frame

Here's an example of the parameters available with TranscriptFilter:

"TranscriptFilter": { 
    "AbsoluteTimeRange": { 
       Specify the time frame, in milliseconds, when the match should occur
    },
    "RelativeTimeRange": { 
       Specify the time frame, in percentage, when the match should occur
    },
    "Negate": Specify if you want to match the presence or absence of your custom keywords,
    "ParticipantRole": Specify if you want to match speech from the agent, the customer, or both,
    "Targets": [ The custom words and phrases you want to match ],
    "TranscriptFilterType": Use this parameter to specify an exact match for the specified targets
}

Refer to CreateCallAnalyticsCategory and TranscriptFilter for more information on these parameters and the valid values associated with each.