transcosmos is excited to unveil its latest advancement in AI technology: an architecture that integrates generative AI (GenAI) services with contact center platforms securely and efficiently, leveraging Amazon Bedrock by AWS. This development addresses the complex security and connectivity challenges often faced by businesses when implementing GenAI solutions.
- Amazon Bedrock Integration
- Amazon Bedrock provides a secure and customizable platform for integrating GenAI services without the need for extensive system rebuilding.
- Enables users to choose from a range of AI services and tailor foundation models to meet specific needs.
- transcosmos’s Innovative Architecture
- Early adopter of Amazon Bedrock, successfully developing a robust architecture in a short timeframe.
- Initial deployment features Claude3, a GenAI best suited to current transcosmos services, with plans to select optimal GenAI solutions in the future.
- Key Features of the Solution
- Personal Information Removal: Proprietary program to remove personal data from interactions.
- Filler Word Removal: Program for cleaning up recorded conversations during speech-to-text conversion.
- Log Database Creation: Feature for maintaining a comprehensive log database.
- Single API Integration: Streamlines system integration securely and quickly compared to traditional multi-task processing systems.
- Deployment and Impact
- Solution currently being deployed in transcosmos’s contact centers (CX Squares).
- Enhances productivity with features such as conversation summarization and Voice of Customer (VoC) data collection.
- Continual upgrades planned to enhance unique features, including website and social networking services operations.
transcosmos’s integration of generative AI with contact center platforms through Amazon Bedrock represents a significant leap in enhancing security, efficiency, and functionality. The new architecture showcases the company’s expertise in AI operations and sets a new standard for GenAI-powered contact center solutions.
