AI Voice Bot for Contact Centers

Real-Time AI Voice Agent for Contact Centers

Deliver AI-powered voice interactions to automate high-volume scripted calls (loan verification, debt reminders, customer data validation) while keeping conversations natural, compliant, and multilingual.

Built on AWS, this scalable solution combines Amazon Bedrock and Amazon Transcribe so organizations can modernize contact centers and Customer Experience platforms without building complex AI or telephony infrastructure in-house.

Challenge

Enterprises and CX platforms still depend on human agents for repetitive scripted phone calls, leading to long average handling times, high operational costs, inconsistent tone and compliance, and limited ability to scale during peak periods. Traditional IVR systems are rigid and impersonal, while custom AI voice solutions are often too complex and costly to implement and maintain.

Solution Overview

With AWS Gen AI services, organizations can deploy a production-grade Voice Agent using Amazon Bedrock and Amazon Transcribe to understand intent, apply business rules, and respond with human-like synthesized speech in real time. The solution plugs into existing contact-center platforms, CRMs, and Customer Experience SaaS products via APIs, delivering, end-to-end voice automation without requiring in-house ML or telephony expertise.

Key Capabilities

• Streaming conversations: Stream speech-to-text, LLM reasoning, and text-to-speech to keep perceived response under 5 seconds.
• Automation of scripted workflows: Fully or partially automate repetitive calls such as loan reminders, verification, and customer data updates.
• Multilingual, natural-sounding voice: Support Vietnamese and English with accurate handling of names, IDs, and financial amounts in a human-like tone.
• Adaptive context management: Use APPEND Context, RESET Context, and RESET Context WITH_SUMMARY strategies to preserve key facts while controlling latency in longer dialogues.
• Enterprise observability and security: Monitor latency, usage, and cost via CloudWatch and CloudTrail, with IAM least-privilege and encrypted connections by design.

Business Value

• Significantly lower call-handling costs by automating a substantial portion of scripted interactions.
• Streamline operations by reducing average handling time and enabling faster customer resolutions.
• Empower support teams to handle larger volumes of inquiries without increasing staffing levels.
• Enhance customer satisfaction by delivering responses that are faster, more consistent, and more natural.
• Accelerate business value through a cloud-native architecture that scales as needed and avoids large upfront investments.

Use Cases

• Outbound debt-reminder and payment-notification calls.
• Loan or account verification flows requiring scripted compliance language.
• Automated customer information validation (address, phone, email, KYC details).
• Inbound call trge and routing, capturing intent before transferring to a human agent.
• Post-call surveys and follow-up campaigns delivered via interactive voice.

Customer Readiness Checklist

To initiate the POC for a GenAI Voice Agent, ensure the following items are available:

• Defined call scripts and business workflows for 1–2 priority use cases.
• Baseline KPIs: AHT, CSAT, call volume, and current automation rate (if any).
• Access to relevant systems: CRM, ticketing, contact-center or telephony platform.
• Language and voice requirements (e.g., Vietnamese, English, tone guidelines).
• AWS account access for Bedrock, Transcribe, and basic networking/security setup.
• Named stakeholders: product owner, contact-center lead, and technical owner.
• Success criteria: target AHT reduction, automation coverage, CSAT improvement, and latency thresholds.

Success Criteria: Clearly state the basic technical outcome and KPI improvements required for the POC to be considered successful.

Architecture, cost estimation, POC timeline

Renova Cloud will provide a reference AWS architecture (Bedrock, Transcribe, compute, networking, observability), estimate usage-based costs, and agree on a focused POC scope aligned to your KPIs and compliance requirements.

POC timeline

Week 1: Requirement & Data Collection

Align on business goals, select target call flows, gather scripts and baseline KPIs, and define integration points (CRM/contact center).

Week 2: Env setup

Configure AWS environment, IAM, and networking; deploy core Voice Agent pipeline (STT, LLM, TTS, monitoring) in a test environment.

Week 3–4: Tuning

Refine prompts, flows, and context strategies; integrate with line-of-business systems; run pilot calls and optimize for latency, accuracy, and user experience.

Week 5: Testing

Validate results against success criteria (AHT, automation %, CSAT), finalize configuration, and prepare for production rollout or extended pilot.