Customer contact service with real-time supervisor assistance

A system, comprising:

• one or more processors, and
• memory that stores computer-executable instructions that, if executed, cause the system to:
• establish a first communications channel between a service of a computing resource service provider and a first client of the computing resource service provider, wherein the first client is connected to an entity via a second communications channel;
• obtain, at the service and over the first communications channel, audio data of the second communications channel;
• generate a transcript based at least in part on the audio data, wherein a portion of the transcript is reconstructed based at least in part on subportions of the transcript that correspond to separate portions of the audio data obtained at a different time;
• as a result of reconstructing the portion of the transcript, generate, using a set of natural language processing (NLP) techniques, metadata encoding audio characteristics associated with the transcript;
• tag the transcript with one or more categories based at least in part on the set of NLP outputs, wherein the one or more categories are defined based at least in part on rules that evaluate content and audio characteristics, and at least one of the rules is obtained by a second client of the computer resource service provider;
• and
• provide, to the second client, a notification that:
• indicates that the second communications channel was tagged with the one or more categories;
• and
• indicates that a new issue from the one or more categories occurred within a specified period.

A non-transitory computer-readable storage medium storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to at least:

• establish a plurality of communications channels between a service of a computing resource service provider and a plurality of clients of the computing resource service provider;
• obtain a plurality of contacts data from the plurality of communications channels;
• generate transcripts for the plurality of contacts data, wherein a portion of the transcripts is reconstructed based at least in part on at least two subportions of the transcripts that correspond to separate portions of the plurality of contacts data obtained at a different time;
• as a result of reconstructing the portion of the transcripts, generate, using a set of natural language processing (NLP) techniques, metadata encoding conversation characteristics associated with the transcripts;
• tag the transcript with one or more categories based at least in part on the metadata, wherein the one or more categories are defined based at least in part on rules that evaluate content and conversation characteristics, and at least one of the rules is determined by an entity that manages the plurality of clients;
• generate information for the plurality of communications channels based on the transcripts, metadata, and categories, where the information comprises a new trend identified from at least two of the plurality of contacts data during a specified period;
• and
• provide the information to the entity.