# AWS Contact Center Intelligence (CCI) Solutions > Improve customer experience. Derive customer insights and reduce operational costs by adding artificial intelligence and machine learning to the contact center provider of your choice. A good customer service experience can have a significant impact on business outcomes. Contact centers are key to securing consumer loyalty and purchasing. But, while many companies are interested in applying advanced technology to improve customer interactions, they struggle with how to drive efficiencies and improve automation in customer service. A key element in transformation to your existing contact center? Adding artificial intelligence (AI) and machine learning (ML). ## AWS offers two flexible options to add AI/ML capabilities into your contact center if you are looking for an end-to-end solution, [Amazon Connect](https://aws.amazon.com/connect/) is an easy to use, omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Amazon Connect provides a unified set of ML-enabled capabilities for managing your customer and agent experience – all available with pay-as-you-go pricing. You can set up a contact center in minutes that can scale to support millions of customers in minutes. if you already have a contact center in place, AWS Contact Center Intelligence (CCI) solutions empower you to improve customer experience, boost agent productivity, and gain conversation insights by adding AI capabilities to the contact center of your choice—without any ML expertise. AWS CCI solutions use a combination of AWS ML-powered services to provide [Live Call Analytics and Agent Assist](https://aws.amazon.com/blogs/machine-learning/live-call-analytics-for-your-contact-center-with-amazon-language-ai-services/), and [Post-Call Analytics](https://aws.amazon.com/blogs/machine-learning/post-call-analytics-for-your-contact-center-with-amazon-language-ai-services/). ## Solutions ### Live call analytics & agent assist CCI Live Call Analytics & Agent Assist solutions provide AI-powered conversation analytics in-real time, allowing agents and supervisors to better understand and respond to customer needs quickly. This solution helps to increase agent effectiveness and improve the customer experience by quickly finding relevant and actionable information from knowledge bases. [Solution Guidance »](https://aws.amazon.com/solutions/guidance/live-call-analytics-with-agent-assist-on-aws) ![image](https://hackmd.io/_uploads/BJmQ5r3Xll.png) ### Post-call analytics CCI Post-Call Analytics solutions provide insights from recorded conversations that help agents and supervisors better understand customer needs, identify call drivers, and detect emerging trends. This additional information helps agents to resolve customer issues faster, supervisors to identify agent coaching opportunities, and boost overall operational efficiency. [Solution Guidance »](https://aws.amazon.com/solutions/guidance/post-call-analytics-on-aws/) ![image](https://hackmd.io/_uploads/H1f4cB37gx.png) [Gaining insights from call data with transcription and generative AI Workshop »](https://catalog.us-east-1.prod.workshops.aws/workshops/9b6378e0-51ff-420e-ab07-a789cb8d6a6e) > Gain a deeper understanding of your customers by harnessing the power of Amazon Transcribe and generative AI. In this workshop, learn how to combine automatic call transcription, analytics, call summarization, and business intelligence from customer calls. Experience demos on building analytics dashboards and integrations with large language models (LLMs) and Amazon Q in QuickSight. Visualize key metrics, uncover data stories, and find answers to your top business questions. ## Advancement in Machine Learning ### [NEW] Amazon Nova Sonic State-of-the-art speech recognition and generation model that delivers real-time, human-like voice conversations with industry-leading price performance. * **Fast and cost effective:** Amazon Nova Sonic offers industry-leading speed and price performance. * **Fluid dialogue and turn-taking:** Amazon Nova Sonic enables a natural conversation flow with robust handling of user’s pauses, hesitations, and interruptions. * **Knowledge grounding:** Amazon Nova Sonic enables knowledge grounding with enterprise data using Retrieval Augmented Generation (RAG). * **Tool use for function calling:** Amazon Nova Sonic supports functional calling, enabling seamless interaction with external services and efficient agentic task automation. * **Real-time streaming:** Amazon Nova Sonic is accessed via a bidirectional streaming API in Amazon Bedrock. This API allows for two-way streaming of content, which is critical for low latency interactive communication. * **Responsible AI:** Built-in protections include content moderation and watermarking. [Read the blog post »](https://aws.amazon.com/blogs/aws/introducing-amazon-nova-sonic-human-like-voice-conversations-for-generative-ai-applications/) [Amazon Nova Sonic Call Center Agent w/ Tools »](https://github.com/aws-samples/sample-sonic-cdk-agent?tab=readme-ov-file#getting-started) [Amazon Nova Sonic (speech-to-speech) Workshop »](https://catalog.us-east-1.prod.workshops.aws/workshops/5238419f-1337-4e0f-8cd7-02239486c40d/en-US) ## References ### Technology [Amazon Transcribe Call Analytics »](https://aws.amazon.com/transcribe/call-analytics/) [Public documentation](https://docs.aws.amazon.com/transcribe/latest/dg/call-analytics.html) on the underlying Amazon Transcribe APIs with example usage and response Enhance customer service efficiency with AI-powered summarization using Amazon Transcribe Call Analytics (30 APR 2024) [Read the blog »](https://aws.amazon.com/blogs/machine-learning/enhance-customer-service-efficiency-with-ai-powered-summarization-using-amazon-transcribe-call-analytics/) ### Customer ##### WIX Wix built a sentiment analysis solution that expanded their customer sentiment visibility from 12% to 100% [Read the blog »](https://aws.amazon.com/blogs/machine-learning/how-wix-empowers-customer-care-with-ai-capabilities-using-amazon-transcribe/) ##### JPMorganChase JPMorganChase uses AWS Contact Center Intelligence (CCI) real-time agent assist solution to handle 32 million calls and 8,500 servicing agents. [Watch the video testimonial »](https://www.youtube.com/watch?v=r9N8-OHoiSI&t=799s)