Intact Financial Corporation uses Amazon Transcribe for Canadian French speech-to-text customer service analytics
Crusty in the right places. Worth the chew.
Summary
Intact Financial Corporation (Intact Lab) needed a speech recognition service to convert customer calls into text for analysis, but most market options didn't support Canadian French. After evaluating alternatives, they chose Amazon Transcribe, an AWS automatic speech recognition service. The case study highlights how the AI team, led by Etienne Brouillard, used Amazon Transcribe to build a Customer Intelligence (CQ) foundation, enabling data-driven insights to enhance customer service operations.
Key quotes
· 3 pulledWe scanned the market, properly evaluating and testing the different providers out there.
The Intact Lab sought to build the foundation of CQ around a speech recognition service that would automatically convert all the customer calls into text for further analysis.
Most options in the market couldn't support Canadian French.
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