Global customer service has always faced a hard limitation: language.
Until now, solving it usually meant IVR language trees, offshore agent pools, or pushing customers to yet another chatbot. Each option adds friction — and often frustration.
With the release of AWS Nova 2 Sonic, that limitation is finally disappearing.
What Is Nova 2 Sonic?
Nova 2 Sonic is a speech-to-speech model designed for real-time conversational AI. Unlike traditional speech pipelines that convert speech → text → speech, speech-to-speech translation can preserve timing, tone, and conversational flow, making interactions feel more natural and human.
Nova 2 Sonic supports:
- English
- Spanish
- German
- French
- Italian
- Portuguese
- Hindi
Why This Matters for Amazon Connect
When integrated with Amazon Connect, Nova 2 Sonic enables a powerful new model:
A customer speaks in Hindi.
The agent hears English.
The agent responds in English.
The customer hears Hindi — instantly.
All in real time, during a live phone call.
No call transfers.
No additional bots.
No customer retraining.
This Is Not “Another AI Bot”
Most AI conversations in contact centers today are about deflection — keeping customers away from agents.
Nova 2 Sonic flips the model.
This is AI-augmented human service, where:
- Agents remain in control
- Empathy is preserved
- Complex issues stay with people
- Language disappears as a constraint
For industries like healthcare, travel, financial services, and public sector support, this is a true game-changer.
Business Impact
- One global agent pool
- Reduced staffing and outsourcing complexity
- Improved first-call resolution
- Higher customer satisfaction
- No customer behavior change required
From the customer’s perspective, they are simply… understood.
How DrVoIP Helps
At DrVoIP, we design and implement Amazon Connect AI solutions that enhance — not replace — your agents.
Nova 2 Sonic allows us to:
- Architect secure, low-latency speech pipelines
- Integrate real-time translation directly into Amazon Connect flows
- Preserve compliance, recording, and analytics
- Deliver production-ready multilingual support
If you’ve been waiting for AI that actually improves customer conversations — this is it.
Let’s talk.
Where IT meets AI — in the cloud.