Leading mental health solutions provider that partners with businesses to offer tailored mental well-being support for employees, from virtual counseling to round-the-clock support and well-being programs. Their focus is on increasing employee resilience, reducing workplace stressors, and providing actionable insights to inform HR strategies. They leverage technology to make mental health resources accessible and convenient for employees, supporting businesses in fostering a healthier workforce. 

Existing Challenge 

Inaccurate Transcriptions: Transcribing counseling sessions accurately is difficult, especially when considering diverse dialects and accents. Inaccuracies can lead to misinterpretations in session analyses, impacting quality and consistency. 

Time-Intensive Manual Reviews: Traditional review methods for counseling sessions are labor-intensive, requiring manual checks to assess session quality, which extends the review time for each session. 

Limited KPI Tracking: Due to the time constraints, only a small subset of counseling sessions undergo KPI evaluation. This limits insight accuracy and skews overall quality measurement. 

Inconsistent Data Collection Across Sessions: Variation in session assessments leads to gaps in data, making it challenging to track and measure performance metrics consistently. 

User Interaction and Authentication: 

API Gateway: Serves as the entry point for all user interactions within the application. It securely manages access to application features like uploading audio recordings and accessing session data through well-defined APIs. 

Cognito: Manages user authentication and authorization, ensuring that only authenticated users can access the application. It securely verifies user credentials, manages sessions, and enforces access permissions for users based on roles. 

Session Management and Data Storage: 

RDS Postgres: Stores user session details, including timestamps, session metadata, and status updates for uploaded counseling sessions. It ensures scalable, reliable management of session continuity and session-related data across the platform. 

Amazon S3: Acts as the central storage for uploaded audio recordings, transcripts, and downloadable reports. It supports efficient file storage and retrieval, enabling users to access session files on demand. 

Data Processing and Analysis: 

 Lambda and Amazon Sagemaker: The transcription Lambda Processes uploaded audio files by invoking the Whisper model hosted on Amazon SageMaker to generate accurate transcriptions. This setup allows the platform to convert session audio into text efficiently, making transcripts available through the user dashboard. 

Lambda and Amazon Bedrock: Sentiment Analysis and Skill Evaluation Lambda Utilizes the Claude 3.5 (Sonnet) model hosted on Amazon Bedrock for sentiment analysis and skill evaluation. This Lambda function provides real-time sentiment indicators for counseling sessions and evaluates counselor performance metrics in key areas such as empathy, communication skills, session quality, and goal setting. 

Data Visualization and User Dashboard: 

Performance Metrics Dashboard: Displays key performance indicators, breaking down counselor skills and session quality metrics using visual representations, star ratings, and numerical scores. It provides users with a comprehensive overview of counselor performance. 

Sentiment Graph: Visualizes sentiment changes throughout each session in a graph format, allowing users to identify emotional peaks and troughs over time. This graph is accompanied by sentiment summaries and key discussion points. 

Session Details Dashboard: Displays the full transcript with timestamps, speaker identification, sentiment indicators, and a playback option for session audio. It allows users to track sentiment changes and review the counseling session in detail. 

File Download and User Options: 

MP3 Download Functionality: Allows users to download audio recordings in MP3 format directly from the application. 

CSV Export Functionality: Provides users with downloadable CSV reports containing session transcripts and counselor performance data. This supports easy offline analysis and record-keeping. 

Infrastructure Management and Deployment: 

Amplify: Supports deployment and frontend development of the application, facilitating a smooth integration between the UI and backend services. 

CloudFormation: Automates resource provisioning and infrastructure management, ensuring consistent configuration and deployment across development, testing, and production environments. 

Monitoring and Security: 

CloudWatch: Monitors application performance, tracks errors, and provides logs for troubleshooting. It ensures that the platform is operating smoothly and alerts on any critical issues. 

IAM Roles: Enforces secure and compliant access to AWS resources based on user roles, ensuring data privacy and security. 

Security Hub: Centralizes security management, aggregating and prioritizing security alerts to proactively address risks and maintain compliance. 

Services used:

Amazon AppSync
Amazon S3
Amazon Lambda
Amazon EC2
Amazon SageMaker
Amazon Bedrock
Amazon DynamoDB
Amazon Cognito
Amazon CloudFront
Amazon S3
VPC (Virtual Private Cloud)
Amazon Cloudwatch
Amazon security hub
Amazon IAM
Amazon CloudFormation

Increased Operational Efficiency: Automated transcription and KPI tracking streamline session review, reducing time per session analysis from hours to minutes, freeing staff for more strategic tasks. 

Enhanced Session Quality Assurance: By analyzing every session, the system improves data completeness and allows for more consistent quality checks, elevating the accuracy of counselor evaluations. 

Improved Employee Experience: Counselors receive feedback more quickly, supporting ongoing improvement and engagement with their roles. 

Cost Reductions in Manual Review Processes: Automating the transcription and analysis process decreases the need for manual quality assessments, cutting down operational costs significantly. 

Significant Time Savings: Reduced the average session review time by 80%, enabling faster turnaround times and enhanced productivity. 

Improved Data Completeness: 100% of counseling sessions now undergo KPI evaluation, ensuring comprehensive data for quality assessments. 

Enhanced Counselor Performance: Immediate and consistent feedback has improved counselor effectiveness, increasing positive client feedback by 25%. 

Cost Efficiency Gains: The reduction in manual processes led to an estimated annual cost saving of over $50,000, optimizing Client’s operational expenses.