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Amazon Connect Adds Real-Time Multilingual Chat Translation

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AWS has introduced a new chat message processing feature for Amazon Connect that enables real-time, bidirectional translation of customer conversations. This capability allows any agent to assist customers in over 100 languages by intercepting messages, translating them with Amazon Translate, and delivering them in the recipient's preferred language. The solution aims to reduce operational costs, improve customer experience through instant service, and increase agent productivity by eliminating language-specific queues and routing bottlenecks. Advanced features include sensitive data redaction and professional message formatting using LLMs, with deployment guided by a CloudFormation template and sample flows.

  • →Real-Time Multilingual Chat Translation for Amazon Connect
  • →Advanced Features: Data Redaction and LLM Formatting
  • →Solution Architecture and Deployment Guidance
  • →Best Practices for Quality and Performance
Features (1) ›
  • Real-Time Multilingual Chat Translation for Amazon Connect

    Amazon Connect now offers chat message processing for real-time translation, enabling agents to serve customers in over 100 languages. The feature intercepts chat messages, translates them using Amazon Translate, and delivers them transparently within the conversation flow, supporting automatic language detection and sensitive data redaction.

Enhancements (1) ›
  • Advanced Features: Data Redaction and LLM Formatting

    The solution includes advanced capabilities such as sensitive data redaction during translation to protect PII and the option to enhance agent responses using LLMs like Amazon Bedrock for professional formatting. Customer language preferences can also be stored in DynamoDB for a consistent experience across interactions.

Notes (2) ›
  • Solution Architecture and Deployment Guidance

    The architecture leverages Amazon Connect's message processing with AWS Lambda and Amazon Translate, optionally integrating Amazon Comprehend and DynamoDB. Deployment is facilitated via a CloudFormation template and sample contact flows, with testing steps provided to validate translation functionality.

  • Best Practices for Quality and Performance

    Recommendations are provided for optimizing translation quality, including handling idioms, using custom terminology, and configuring formality. Performance optimization tips focus on Lambda configuration, caching, asynchronous processing, error handling, and CloudWatch monitoring.

Read the original announcement →

https://aws.amazon.com/blogs/contact-center/breaking-language-barriers-real-time-multilingual-support-with-amazon-connect-chat-message-processing/

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