Which AWS service transcribes customer call audio for analysis?

Amazon Transcribe and AI Services

A company is building a contact center application and wants to gain insights from customer conversations. The company wants to analyze and extract key information from the audio of the customer calls. Which solution meets these requirements?

Build a conversational chatbot by using Amazon Lex.
Transcribe call recordings by using Amazon Transcribe. Source Reference Answer
Extract information from call recordings by using Amazon SageMaker Model Monitor.
Create classification labels by using Amazon Comprehend.

Community Votes

100%

100% of anonymous learners picked answer B. Votes are pick records left by other test-takers — they are not the verified answer.

Community Insight

The question tests your ability to match the correct AI service to the input format; the trap is confusing text analysis with audio transcription, as Comprehend works on text and Transcribe works on audio.

This AIF-C01 question tests the use of Amazon Transcribe to convert customer call audio into text, which is the necessary first step for extracting insights. Community consensus is B, as Transcribe is the AWS service designed for audio-to-text transcription.

Choosing D (Amazon Comprehend) because it is used to extract information from text, while forgetting that the source is audio and must first be transcribed before any text analysis can occur.

Community Discussion (10 comments)

Jessiii 👍 1 Selected: B

Amazon Transcribe is a service designed to automatically convert audio (such as customer call recordings) into text. Once transcribed, the text can be further processed to extract key insights, such as customer intent, sentiment, and specific information (e.g., product details or requests). This aligns directly with the goal of analyzing and extracting key information from customer conversations.

85b5b55 👍 1 Selected: B

Transcribe support for speech to text - B

Moon 👍 3 Selected: B

B: Transcribe call recordings by using Amazon Transcribe. Explanation: Amazon Transcribe is designed for converting speech in audio files (such as customer calls) into text. This text can then be analyzed further to extract key information. It is the first step in gaining insights from audio conversations, making it the appropriate solution for the given requirement.

Bala416 👍 1 Selected: B

key word : FROM THE AUDIO OF THE CUSTOMER

PHD_CHENG 👍 2 Selected: B

B is correct. Question is related to audio to text. Amazon Transcribe fit on this aspect

eesa 👍 2

select B Amazon Transcribe is a service that converts audio into text, making it ideal for transcribing customer calls in a contact center. Once the audio is transcribed into text, you can further analyze the transcribed text to gain insights, such as identifying key information, customer sentiment, and specific topics discussed during the conversation.

Udyan 👍 1

Amazon Transcribe is designed specifically to convert audio to text, which is a necessary first step for gaining insights from customer conversations. Once transcribed, the text data can be further processed and analyzed for key information. Amazon Comprehend (option D) is useful for extracting insights from text, like sentiment analysis and entity extraction, but it only works on text data, not on audio files directly. So, Amazon Comprehend could be used after Amazon Transcribe has converted the audio to text, but it wouldn't be a standalone solution for handling the audio. So, it is B only

Soweetadad 👍 2

In real world, we would run transcribe first to convert the call to searchable text, and then run Comprehend to search and analyze for specific key words. Since the question is around analyize and extract key info, I will go for "D"

jove 👍 2 Selected: B

Transcribe

LR2023 👍 2 Selected: B

transcribe - Extract key business insights from customer calls, video files, clinical conversations, and more.

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Expert Analysis

Why the Answer Is Correct

Amazon Transcribe is purpose-built to convert speech in audio files, such as customer call recordings, into written text. This transcription is the foundational step for gaining insights from conversations, allowing further analysis like keyword extraction, sentiment, and topic detection. As comment [1] explains, the text can then be analyzed further to extract key information, making Transcribe the appropriate solution for the stated requirement.

Why the Other Options Are Wrong

A (Amazon Lex) is a conversational chatbot service, not a transcription tool, so it does not analyze existing call recordings. C (SageMaker Model Monitor) monitors machine learning models for drift, not audio files. D (Amazon Comprehend) is trained to extract insights from text, but it cannot process raw audio directly; as noted in comment [9], Comprehend only works on text data, so it would require a transcription step first.

Community Comment Notes

The majority of comments support B, emphasizing that the key phrase is "from the audio of the customer calls," as comment [8] points out. Comment [6] adds that once the audio is transcribed, the text can be further processed to extract insights. Even a dissenting comment [4] acknowledges that in real-world workflows, you would run Transcribe first and then Comprehend, reinforcing that Transcribe is the immediate answer to the exam question.

Official Reference

Exam Strategy

Read the question carefully to identify the input type: if it mentions audio or call recordings, choose Amazon Transcribe. Remember that Comprehend is a downstream step for text analysis only; when both audio-to-text and text analysis are mentioned, the first required service is Transcribe.

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