Netsertive’s AI Call Assistant: Real-time Insights with Amazon Bedrock
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Netsertive, a digital marketing solutions provider, has developed a scalable AI assistant to extract meaningful insights from real-time customer call data. Leveraging Amazon Bedrock and the Amazon Nova Micro model, this assistant offers several key features: automatic call summarization, sentiment analysis (happy, upset, neutral), keyword identification (services, questions, problems, competitors), agent performance suggestions, and trend reporting across various locations. The system integrates seamlessly with Netsertive's existing Multi-Location Experience (MLX) platform, providing a unified view of marketing data. The solution processes calls in real-time: incoming calls are routed to a Lead API, transcripts are sent to Amazon Bedrock, Amazon Nova Micro analyzes the transcript generating a structured JSON response (sentiment, summary, keywords, theme, coaching suggestions), and results are stored in an Amazon Aurora database. Aggregate reports are generated weekly and monthly using a specialized prompt for trend analysis. This AI-powered feature significantly reduces analysis time from hours/days to minutes, offering actionable insights for improved customer service and conversion rates. The development, from testing to integration, was completed within 30 days. While the source doesn't detail drawbacks, potential limitations could include the reliance on the accuracy of speech-to-text transcription and the generalizability of the model's understanding across diverse customer interactions. The target audience is multi-location brands and franchises seeking to improve their marketing performance and customer service. The technical specifications mention the use of Amazon Bedrock, Amazon Nova Micro (200+ tokens/second processing speed), and an Amazon Aurora database. Compared to manual review, this AI-driven solution offers substantial speed and efficiency improvements, delivering real-time actionable insights directly within the existing marketing platform.
