# Guidance for AI-Assisted Call Center Representative Training on AWS

## 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

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.


### 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.](downloads/ai-assisted-call-center-representative-training-on-aws.pdf)

![Architecture diagram for AI-Assisted Call Center Representative Training on AWS](/images/solutions/ai-assisted-call-center-representative-training-on-aws/images/ai-assisted-call-center-representative-training-on-aws-1.png)

1. **Step 1**: Trainees access the training platform through a web interface or phone-based system to begin AI-powered voice simulation sessions.
1. **Step 2**: Audio streams are processed by Amazon Nova Sonic, which generates realistic AI customer responses based on configurable training scenarios.
1. **Step 3**: AWS Lambda functions orchestrate the conversation flow, manage session state, and handle scenario configuration.
1. **Step 4**: Training sessions are recorded with full transcripts stored in Amazon S3 for review and automated scoring.
1. **Step 5**: Amazon Bedrock with Claude evaluates each session against a detailed scoring rubric, generating objective performance assessments.
1. **Step 6**: 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.

[Go to sample code](https://github.com/aws-solutions-library-samples/sample-ai-assisted-call-center-agent-training/tree/main)


[Read usage guidelines](/solutions/guidance-disclaimers/)