To address the challenge faced by Consumer Energy Solutions, Firemind developed a comprehensive AI-driven solution leveraging various AWS services. The core of the solution involved automating the transcription and analysis of sales call recordings, which significantly improved the efficiency of the sales process. By utilising Amazon Transcribe, the system automatically converted call audio into text, allowing for easier analysis and review of agent performance. This process included redacting any sensitive information to ensure data privacy.

Following transcription, the text was analysed using Amazon Comprehend, which extracted key insights and sentiments from the calls. This analysis helped identify performance gaps and areas for improvement, providing actionable feedback on agent interactions and customer qualification. The use of Amazon Bedrock allowed for advanced AI-driven insights by processing the transcriptions with large language models, which inferred detailed information and patterns from the data. This enabled CES to pinpoint specific issues in the sales process and enhance agent coaching.

To present these insights effectively, Firemind created a visual dashboard using Amazon QuickSight. This dashboard provided CES with a clear view of key performance metrics, agent effectiveness, and sales funnel efficiency. The visualisations made it easier for sales managers to track performance, identify trends, and make informed decisions to optimise their team’s approach.

Overall, the solution streamlined the sales review process, allowing CES to reduce manual effort, uncover performance issues, and improve sales conversions. By integrating these AWS services, Firemind enabled CES to transform their sales operations, reduce the overall cost of sale, and enhance the effectiveness of their sales team.