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.