Call Center Analytics with Snowflake Cortex

overview

This solution architecture shows how to build a customer insights analyzer app using Snowflake Cortex, Snowpark Container Services and Streamlit.

  • The solution uses OpenAI Whisper that transcribes audio files to text for analysis
  • Using Snowflake Cortex LLM functions, customer details, sentiment analysis, call summary and resolution are extracted
  • A RAG based AI app is built to ensure contextual responses for user queries

Snowflake Features Used
Quickstart
Build this solution now Call Center Analytics with Snowflake Cortex and Snowpark Container Services

Solution Architecture: Call Center Analytics with Snowflake Cortex

  • Audio-to-Text conversion: Uses Open AI Whisper running in Snowpark Containers to transcribe insurance call center audio files into text.
  • Insight Capture: Extracts and compiles information such as Customer details, Agent interactions, Sentiment analysis, Summary, Resolution, Next Steps, Duration, Intent using Cortex LLM functions.
  • Supervisor Dashboard: Builds dashboards in Streamlit that showcase diverse metrics.
  • RAG-Based Chatbot: Integrates a chatbot using RAG approach, ensuring contextual responses for enhanced user engagement.
  • Text2SQL Functionality: Empowers users with a personalized co-pilot like feature, allowing for natural language queries and receiving output tailored to tables in context.

HANDS-ON TECHNICAL RESOURCES