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Analyzing highlights of call center recordings

In this guide, we will explore how AssemblyAI's API can help call and contact centers unlock valuable insights from their audio data, providing powerful and actionable information for enhancing their operations.

Get started​

Before we begin, make sure you have an AssemblyAI account and an API token. You can sign up for a free account and get your API token from your dashboard.

The entire source code of this guide can be viewed here.

Step-by-step instructions​

  1. 1

    Create a new file and import the necessary libraries for making an HTTP request.

  2. 2

    Set up the API endpoint and headers. The headers should include your API token.

  3. 3

    Upload your local file to the AssemblyAI API.

  4. 4

    Use the upload_url returned by the AssemblyAI API to create a JSON payload containing the audio_url parameter.

  5. 5

    Make a POST request to the AssemblyAI API endpoint with the payload and headers.

  6. 6

    After making the request, you will receive an ID for the transcription. Use it to poll the API every few seconds to check the status of the transcript job. Once the status is completed, you can retrieve the transcript from the API response, as well as the auto highlight results.

Understanding the response​

The auto_highlights_result key in the response contains a list of all the highlights found in the transcription text. For each entry, the results include the text of the phrase or word detected, how many times it occurred in the text, its relevancy score, and a list of all the timestamps, in milliseconds, in the audio where the phrase or word is spoken.

For more information about the API response, refer to the API reference

Conclusion​

Adding AI to Conversation Intelligence tools can help you generate actionable summaries to speed up call review, generate insights, monitor for concerns, increase engagement, and more. Our AI summarization model has several customizable parameters that you can experiment with for other types of recordings.

To learm more about how to use AI summarization for call coaching, check out the AssemblyAI blog.

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