Utilizing Amazon Web Services Tools for Efficient Multilingual Omnichannel Contact Centres

Authors

  • Ese Sophia Mughele Department of Cyber Security, Faculty of Computing, University of Delta, Agbor, Nigeria
  • Justin Onyarin Ogala Department of Cyber Security, Faculty of Computing, University of Delta, Agbor, Nigeria
  • Ejaita Abugor Okpako Department of Cyber Security, Faculty of Computing, University of Delta, Agbor, Nigeria

Keywords:

Multilingual, Customer Experience, Omnichannel, Amazon, Web Services

Abstract

A contact centre may face difficulties when there are language barriers between a customer and an agent. To improve customer experience, this study demonstrates how to instantly translate chat conversations between users in real-time, in their preferred language, across multiple channels. The paper used some essential Amazon Web Services (AWS) to implement this solution. At the core of the demo is our machine learning models, which help to auto-connect, evaluate and translate the customer experience. Researchers used Amazon Connect to modernize the information technology (IT) service desk with omnichannel contact centre capabilities. Customers could utilize Amazon Connect's flexible chat APIs to enable multilingual conversations. Developers can use Amazon serverless and API-based artificial intelligence/machine learning (AI/ML) services to incorporate machine learning capabilities into their apps.

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Published

2024-09-30

How to Cite

Mughele, E. S., Ogala, J. O., & Okpako, E. A. (2024). Utilizing Amazon Web Services Tools for Efficient Multilingual Omnichannel Contact Centres. Faculty of Natural and Applied Sciences Journal of Computing and Applications, 2(1), 51–57. Retrieved from https://fnasjournals.com/index.php/FNAS-JCA/article/view/498

Issue

Vol. 2 No. 1 (2024): 2024-FNAS-JCA-2-1

Section

Articles