Enhancements and Solutions at Sincronismo with AWS Generative AI

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Porte da Empresa
Company Size

Medium

Mercado de Atuação
Aerea

Cloud PBX, voice technology, and call center solutions

País
Country

Brazil

Porte da Empresa
Company Size

Medium

País
Country

Brazil

Mercado de Atuação
Aerea

Cloud PBX, voice technology, and call center solutions

Banner Sobre

Sincronismo is one of the leaders in the development and provision of communication solutions in Brazil, focusing on cloud PBX, voice technology, and call center services. With over 20 years of experience and a qualified team, the company stands out for its excellence and innovation in customer service, always integrating advanced technologies to enhance its offerings. An AWS partner since 2018, Sincronismo addresses various corporate communication needs in Brazil and abroad, delivering efficiency and quality in customer interactions.

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The Challenge

Sincronismo faced a challenge when attempting to integrate generative artificial intelligence into its cloud PBX platform. The company aimed to leverage AI to extract valuable insights from recorded customer interactions, which are stored to meet regulatory requirements set by Anatel. Although Sincronismo was already utilizing AWS technologies, adapting its data repositories and implementing an automated analysis solution were critical to unlocking the full potential of AI while ensuring seamless integration without disrupting service flows for its clients.

The Solution

Sincronismo partnered with CloudDog, an AWS Advanced Tier Services partner, to find the ideal solution. Together, the companies implemented a serverless architecture utilizing Amazon Transcribe for automatic call transcription and Amazon Bedrock for generative analysis. This combination enabled Sincronismo to offer new services, such as call auditing and consulting, creating more value for its clients.

Thanks to AWS generative AI, Meet Insights was developed—a service that uses AI prompts to evaluate service quality, identify issues, and summarize inbound calls. The architecture was designed to ensure that these insights were generated securely and at scale, allowing Sincronismo to quickly access the most relevant information for its clients.

Architecture

The architecture implemented by CloudDog for Sincronismo is composed of specific layers to ensure security, efficiency, and compliance:

  • Amazon S3: Central repository for storing multimedia files sent by legacy systems (audio/video) as well as input and output data.

  • Amazon SQS (Multimedia): Queue responsible for managing messages related to multimedia file processing, ensuring asynchronous and scalable workflows.

  • AWS Lambda (Audio & Video Process): Performs initial validations and transformations on multimedia files sent to the SQS queue.

  • Amazon Transcribe: Automates the conversion of audio files into text, transcribing data stored in Amazon S3.

  • Amazon DynamoDB: NoSQL database storing transcription results and associated metadata, offering high scalability and low latency.

  • Amazon DynamoDB Streams: Tracks real-time changes in DynamoDB and triggers Lambda functions for additional processing.

  • AWS Lambda (Process Stream): Processes data from DynamoDB Streams and sends notifications or events to other systems.

  • AWS SNS: Notifies the legacy system (via webhook) about processing completions or results.

  • Amazon Bedrock: Tool for advanced analytics, such as classification or semantic insights applied to transcribed data.

  • AWS Lambda (Insights): Executes specific logic for advanced analysis of transcribed data before sending it to Amazon Bedrock or other queues.

  • Amazon CloudWatch: Monitors and collects metrics across all services involved in the workflow, ensuring visibility and problem detection.

  • AWS CloudTrail: Provides detailed auditing of API activities and actions on the AWS services used.

  • AWS Config: Ensures compliance and traceability of AWS resource configurations.

  • AWS Budgets: Monitors costs associated with the services in the workflow and alerts about predefined financial limits.

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This modular structure allows Sincronismo to efficiently and securely manage the growing demand for its communication services.

Results

The solution implemented by CloudDog brought several significant improvements to Sincronismo:

  • Cost Reduction: The adoption of Amazon Bedrock and generative AI resulted in a significant reduction in operational costs for the call analysis process.

  • High Accuracy in Analysis: The developed solution achieved 99% accuracy in transcription analysis in Portuguese, ensuring higher service quality.

  • Process Automation: Between July and September 2024, 20% of call audits were automated, freeing human resources to focus on more strategic issues.

  • Regulatory Compliance: AI integration contributed to enhanced compliance with regulations, safeguarding sensitive data during automated responses.

  • Real-Time Analysis: Sincronismo can now perform real-time call analysis, using prompts to evaluate service quality, operator performance, and customer satisfaction.

These improvements resulted in enhanced operational efficiency, increased customer satisfaction, and a significant reduction in operational costs, allowing Sincronismo to continue expanding its operations and meeting the needs of Brazil’s corporate communication market.

Tags

#GenerativeAI #CustomerServiceAutomation #Sincronismo #CloudDog #AWS

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