Unlock powerful call center analytics with Amazon Nova foundation models

This article presents a Call Center Analytics demo application powered by Amazon Nova foundation models, showcasing AI capabilities for contact center operations.

• Amazon Nova FMs enable sentiment analysis, topic identification, and vulnerable customer assessment
• Single Call Analytics provides detailed individual call analysis with interactive transcription and AI assistant
• Protocol adherence checking identifies relevant protocols and verifies agent compliance with steps
• Multi-Call Analytics aggregates insights across multiple calls with data visualization and BI queries
• Analytical AI Assistant translates natural language questions into SQL queries via Amazon Athena
• Solution integrates Amazon Bedrock, Transcribe, Athena, S3, and Streamlit for end-to-end analytics
• Flexible model selection allows choosing between Nova Pro, Lite, and Micro based on use case needs

The demo application demonstrates how Amazon Nova models can improve call center operations through AI-powered analytics, helping managers make data-driven decisions and enhance customer service quality.