Real-Time Audio Frame Segmentation for Contact Center Translation Latency
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Solution Overview
Problem
Contact centers face challenges in providing quick support during peak hours due to insufficient staffing, leading to longer queue times and degraded customer experience, with existing solutions like increasing agent manpower being costly and inefficient, and language barriers when connecting agents across geographies.
Innovation Solution
The system breaks down audio interactions into smaller chunks or frames, processes them in parallel, and translates them in real-time, reducing processing time to about one-third of traditional methods while maintaining quality, allowing for seamless two-way translation and efficient distribution across geographies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If audio interactions are processed using traditional methods, then translation quality is maintained, but processing time is excessive leading to high latency
Solution Approach 1:
The audio interaction is divided into multiple frames, with each frame containing a portion of the audio data. This segmentation allows parallel processing of multiple frames simultaneously, reducing overall processing time while maintaining translation quality through controlled frame sizes and overlap regions that preserve contextual information
2Productivity
If agent manpower is increased to handle peak hours, then customer support capacity is improved, but operational costs increase significantly
Solution Approach 1:
An automated translation system acts as an intermediary between customers and agents, enabling seamless communication across language barriers. This intermediary allows contact centers to leverage agents from different geographic regions and language backgrounds, expanding support capacity without proportionally increasing headcount
3Adaptability or versatility
If agents are connected across geographies to handle language barriers, then support coverage is improved, but latency increases due to distance
Solution Approach 1:
Audio frames are pre-processed and prepared for translation before being transmitted to remote agents. The system proactively manages the translation pipeline by preparing frames in advance and using overlap regions to maintain context, reducing the perceived latency for end users while maintaining global agent distribution
Data Source
AI summary
Translation and customer interaction distribution systems and methods, and non-transitory computer readable media, including receiving an audio interaction from a customer in a source language; identifying the source language from a portion of the audio interaction; dividing the portion of the audio interaction into frames by audio segmentation; converting the frames into text in the source language; translating the text in the source language to text in a target language of an agent; converting the text in the target language to speech in the target language; and providing the speech in the target language to the agent in real-time.