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How Netsertive built a scalable AI assistant to extract meaningful insights from real-time data using Amazon Bedrock and Amazon Nova
- Netsertive implemented a generative AI-powered assistant into their MLX platform using Amazon Bedrock and Amazon Nova to extract actionable insights from customer call tracking data.
- The AI assistant is designed to understand phone calls, gauge customer sentiments, identify important topics, improve agent performance, and track performance over time.
- This new system seamlessly integrates with Netsertive's Multi-Location Experience (MLX) platform, enhancing their capabilities in managing national and local marketing through various online channels.
- Utilizing Amazon Bedrock and Amazon Nova Micro, the MLX platform processes real-time phone calls, providing sentiment analysis, call summaries, key terms identification, and coaching suggestions.
- Aggregate data analysis is performed on weekly and monthly schedules, focusing on trend analysis and insights across multiple calls to generate comprehensive reports for stakeholders.
- The implementation of generative AI significantly reduced manual call review processes' time by providing actionable insights in minutes, facilitating enhanced understanding of customer interactions.
- Netsertive's development approach, based on customer feedback and internal expertise, led to the successful integration of Amazon Bedrock and Amazon Nova Micro in approximately 30 days.
- The usage of generative AI with Amazon Bedrock and Amazon Nova has improved call analysis accuracy, measurement capabilities, and operational efficiency for Netsertive.
- The success of the AI assistant implementation showcases the potential of generative AI in enhancing business intelligence and operational processes, ultimately benefiting customers with actionable insights.
- Authors include Nicholas Switzer, an AI/ML Specialist Solutions Architect at AWS; Jane Ridge, a Senior Solutions Architect at AWS; and Herb Brittner, the VP of Product & Engineering at Netsertive.
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