aws-solutions-library-samples

Sample AI Assisted Call Center Agent Training — DevOps skill for Claude Code

DevOps community

AI-powered voice training system for call center agents using Amazon Nova 2 Sonic.

How to install Sample AI Assisted Call Center Agent Training

This entry records only its repository, not the path inside it, so there is no exact command to give. Open aws-solutions-library-samples/sample-ai-assisted-call-center-agent-training and copy the folder into ~/.claude/skills/, or the file into ~/.claude/agents/.

What Sample AI Assisted Call Center Agent Training does

AI-powered voice training system for call center agents using Amazon Nova 2 Sonic. Deploy as a standalone web application or integrate with Amazon Connect AI Agents for realistic customer simulations.

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README

Guidance for AI-Assisted Call Center Representative Training on AWS

Overview
- Cost
Prerequisites
Automated Deployment
Manual Deployment
Deployment Validation
Running the Guidance
Next Steps
Cleanup
Notices
FAQ, Known Issues, Additional Considerations, and Limitations
Authors

Overview

This Guidance helps call center operations teams reduce representative onboarding time and improve training quality by providing AI-powered voice simulations of realistic customer interactions. An AI customer (powered by **Amazon Nova 2 Sonic**) engages trainees in real-time voice conversations based on configurable scenarios drawn from real call logs. Sessions are recorded in stereo WAV format with full transcripts and automatically scored against a detailed rubric using **Amazon Bedrock** (Claude).

Two deployment modes are supported:

Web UI — Browser-based training via Amazon CloudFront, with Amazon Cognito authentication and role-based access (trainee/admin)
Amazon Connect — Phone-based training where trainees call in and interact with the AI customer through Amazon Connect contact flows and AI Agents

Multilingual support covers English, French, Italian, German, Spanish, Portuguese, and Hindi via Nova 2 Sonic voices.