Train hundreds of call center representatives simultaneously using AI-powered voice simulations. Reduce dependency on live trainers while maintaining consistent, scenario-based training quality across your organization.
Overview
This Guidance helps call center operations teams reduce agent onboarding time and improve training quality through AI-powered voice simulations of realistic customer interactions. An AI customer powered by Amazon Nova Sonic engages trainees in real-time voice conversations based on configurable scenarios drawn from actual call logs. Each session is automatically recorded with full transcripts and scored against a detailed rubric using Amazon Bedrock with Claude. You can scale training programs without requiring senior agents to role-play, while ensuring consistent evaluation across all trainees.
Benefits
Scale training without adding headcount
Automate scoring to remove bias
Evaluate trainee performance objectively with AI-powered automated assessments. Deliver consistent, measurable feedback on every training session without subjective human scoring variability.
Deploy flexible, pay-per-use training
Choose between web-based or phone-based training modes to fit your operational needs. Pay only for sessions conducted with a serverless architecture that eliminates idle infrastructure costs.
How it works
This architecture diagram shows how to build an AI-powered call center training platform that uses voice simulations to onboard representatives faster with consistent, automated evaluation.
Download the architecture diagram.
Step 1
Trainees access the training platform through a web interface or phone-based system to begin AI-powered voice simulation sessions.
Audio streams are processed by Amazon Nova Sonic, which generates realistic AI customer responses based on configurable training scenarios.
AWS Lambda functions orchestrate the conversation flow, manage session state, and handle scenario configuration.
Training sessions are recorded with full transcripts stored in Amazon S3 for review and automated scoring.
Amazon Bedrock with Claude evaluates each session against a detailed scoring rubric, generating objective performance assessments.
Session metadata, scores, and training progress are stored in Amazon DynamoDB for tracking trainee development over time.
Deploy with confidence
Everything you need to launch this Guidance in your account is right here.
Let's make it happen
Ready to deploy? Review the sample code on GitHub for detailed deployment instructions to deploy as-is or customize to fit your needs.