AWS offers a solution that provides the combination of speech-to-text transcription, multi-language translation, and insights for agents and supervisors all in real time. The diagram below presents the architecture you can automatically deploy using the solution's implementation guide and accompanying AWS CloudFormation template.
AI technology can anticipate the reason for a customer’s call and predict what they may need. It can provide a highly-personalized experience, available 24x7, 365 days a year. It can also support the agent while providing customer service by providing relevant information during the call, and helping to solve the customer’s issues.