Today, at its annual AWS re: Invent, Amazon announced that its AWS AI services, such as Amazon Transcribe and Amazon Personalize, are receiving enhancements with foundation models. For example, the company announced that Amazon Transcribe will now offer FM-powered language support and AI-enhanced call analytics.
On the other hand, Amazon Personalize now uses FM to generate more compiled content. Moreover, Amazon Lex will utilise Large Language Models (LLMs) to provide accurate and conversational responses to FAQs, going beyond task-oriented dialogue. In today’s article, we will dive deeper into the enhancements to Amazon Transcribe, Amazon Personalize and more.
Amazon Transcribe Is Offering Generative AI-Based Transcription for Over 100 Languages
Announced first during the AWS re: Invent, Amazon Transcribe now offers a speech FM-powered Automatic Speech Recognition (ASR) system that expands support to over 100 languages. It is a massive upgrade from the 79 languages previously, as it can now recognise more spoken words and start transcribing your calls. In addition, AWS customers can use Amazon Transcribe to add speech-to-text functionality to their apps in the AWS Cloud.
In their blog post, the company mentioned that they trained Amazon Transcribe on “millions of hours of unlabeled audio data from over 100 languages” and uses self-supervised algorithms to learn patterns in human speech in different languages and accents. Moreover, they stated that the training recipes are optimised through intelligent data sampling to balance training data across languages, allowing it to achieve high levels of accuracy even in traditionally underrepresented languages.
Furthermore, they highlighted that its new FM-powered Amazon Transcribe delivers significant accuracy improvement between 20% and 50% across most languages and 30% to 70% on telephony speech. Besides accuracy improvements, Amazon Transcribe offers automatic punctuation, custom vocabulary, automatic speech recognition, custom vocabulary filters, and voice recognition in audio and video formats and noisy environments.
Also Read: ChatGPT’s Enhanced Interactive Functionality in Visualising and Engaging in Conversations
Amazon Transcribe Call Analytics Now Offers Generative Call Summarization
Besides its Amazon Transcribe, Amazon is introducing a new generative call summarization to Amazon Transcribe Call Analytics. According to their blog post, this foundation model is an AI-powered generation feature that can automatically summarise an entire interaction into a concise summary.
For example, the blog post highlighted that it can summarise a 10-minute phone call to “Customer reported that they didn’t receive their order even after ten days from the expected delivery date. The agent offered the customer a free replacement and a $10 credit for future purchases. The agent will follow up with the customer in 2 days to confirm the receipt of the replacement order.”
From the example, we can see it is massively beneficial to contact centres, as it improves the customer experience by allowing agents to spend more time interacting with callers in the queue instead of dealing with follow-up tasks. Furthermore, managers with limited time to investigate calls can now just oversee a summary of the call and quickly understand the context without reading the entire transcript.
Amazon Personalize Now Offers Content Generator
In their quest to help recommend products more tailored to their users’ interests, Amazon has offered a content generator in its Amazon Personalize. In its blog post, the company wrote that its content generator is a new FM-powered capability that uses natural language to craft simple, engaging text that describes the thematic connections between recommended items.
Building on other social platforms such as YouTube with its “Because you have watched this” recommendations and Shopee with its “Because you viewed this”, this new content generator will help businesses automatically generate enticing titles and email subject lines that encourage customers to click on a video or buy a product.
Additionally, Amazon Personalize now offers Personalize on LangChain to support the journey of customers looking to build their own FM-based applications. Amazon further highlighted that this integration allows you to access Amazon Personalize, retrieve campaign or recommender recommendations, and seamlessly feed them to FM-based applications within the LangChain ecosystem.
In a testimonial given to the company, Daryl Bowden, Executive Vice President of Technology Platforms at Fox Corporation, stated: We are integrating generative AI with Amazon Personalize to deliver hyper-personalised experiences to our users. Amazon Personalize has helped us achieve high levels of automation in content customisation. For instance, FOX Sports experienced a 400% increase in viewership content starting post-event when applying the feature.”
Amazon Lex Now Provides Conversational FAQ (CFAQ)
Lastly, Amazon has introduced a new Conversational FAQ (CFAQ) to its Amazon Lex. It is a new feature that intelligently and comprehensively answers common customer questions. Based on their blog post, Amazon designed CFAQ to help businesses provide accurate, automated answers to common customer questions in a natural and engaging way using Amazon Bedrock FM and trusted knowledge sources.
For instance, CFAQ simplifies bot development by eliminating the need to manually create intents, examples, utterances, slots, and prompts to address different frequently asked questions. In achieving this, there is a new intent type called QnAIntent, which securely connects to knowledge sources such as Amazon Bedrock, Amazon OpenSearch Service, and Amazon Kendra knowledge bases to retrieve the most relevant information to answer your questions.
On top of that, developers can configure QnAIntent to point to specific knowledge base sections so that only needed parts of the knowledge content are queried at runtime to meet user needs. Therefore, it allows highly regulated industries such as financial services and healthcare to use CFAQ to answer responses using only compliant language.
Also Read: GitLab Broadens Its AI Offerings with the Introduction of Duo Chat
Can Amazon Stand Out Among the Mass of Companies Using Generative AI?
Although all the new AI foundation model upgrades to its Amazon Transcribe, Amazon Personalize and Amazon Lex are interesting and exciting, Amazon is not the first company offering AI-powered transcription services. For example, Otter has been providing AI transcription to consumers and businesses for some time and released a summarization tool in June.
What’s more, Meta has also announced it is working on a generative AI-powered translation model that recognises nearly 100 spoken languages. Thus, it is a rough road ahead for Amazon to stand out. However, with some reassurance from the company that it is just the beginning, as stated in their blog post, Amazon could come out victorious in infusing generative AI into every aspect of the builder and user experience.
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