call_center_ai · saas · workflow
Netsertive builds scalable AI call insights assistant using Amazon Bedrock and Amazon Nova
Netsertive needed to unlock business intelligence from customer call tracking data at scale, but manual call review processes took hours or even days for high-volume customers, making real-time actionable insights impractical.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Incoming call routed to Lead API
When a call comes in, it is immediately routed to the Lead API, which captures both the live call transcript and important metadata about the caller.
Tools used
Amazon BedrockAmazon Nova Micro
Outcome
Netsertive's Call Insights AI feature using Amazon Nova Micro on Amazon Bedrock now takes minutes to create actionable insights, replacing manual review processes that previously took hours or even days.
Results
Time savedonly takes minutes to create actionable insights
Volumeover 200 tokens per second
Grounding & classification
Source type: technical build writeup
26 fields verified against source quotes, 1 dropped as unverifiable.
content generationdata extractiondocument classificationsentiment analysissummarizationcall recordingmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedsoftwarecycle time reductionemployee productivitytechnical build writeupcall center aimarketing opsquality assurancecase to summaryextract classify route