CUSTOMER CONTACT SERVICE WITH REAL-TIME AGENT ASSISTANCE

摘要

Systems and methods to implement customer contact service with real-time agent assistance. A service of a computing resource service provider may establish a connection between an agent to obtain audio data of the agent and a customer, transcribe the audio data to generate at least a portion of a transcript, execute one or more natural language processing techniques to generate metadata associated with the transcript, determine, based at least in part on the metadata, whether one or more categories match the transcript, generate information by processing the transcript, the metadata, and the one or more categories, and provide, to the agent, a notification that encodes the information. Notifications may be provided in real-time, which may include suitable delay tolerances.