Ama-AWS kanye ne-DXC asebenzisana ukuletha ngokwezifiso, eduze kwamandla wokuhumusha wezwi wesikhathi sangempela se-Amazon Connect

Ukunikeza ukusekelwa kwamakhasimende okusebenzayo kwezilimi eziningi emabhizinisini omhlaba kuveza izinselelo ezibalulekile zokusebenza. Ngokusebenzisana phakathi kwe-AWS ne-DXC Technology, sithuthukise i-prototype ye-Scalecal-to-to-izwi (v2v) i-prototype yezwi (v2v) eguqukayo eguqula ukuthi izikhungo zokuxhumana ziphatha kanjani ukusebenzisana kwamakhasimende amaningi.

Kulokhu okuthunyelwe, sixoxa ngokuthi ama-AWS ne-DXC asebenzisa kanjani i-Amazon Connect nezinye izinsizakalo ze-AWS AI ukuletha amandla okuhumusha we-v2v eduze kwangempela.

Inselelo: Ukusebenzela amakhasimende ngezilimi eziningi

Ku-Q3 2024, ubuchwepheshe be-DXC busondela kuma-AWS ngobunzima bebhizinisi: Izikhungo zabo zokuxhumana zomhlaba wonke zidinga ukusebenzela amakhasimende ngezilimi eziningi ngaphandle kwezilimi ezikhethekile zolimi ngezilimi ezimbalwa zevolumu. Phambilini, i-DXC yayihlole ezinye izindlela eziningi ezikhona kodwa yathola ukulinganiselwa endleleni ngayinye – kusuka ezingcabheni zokuxhumana kuya ezifuyweni zengqalasizinda eziba nomthelela ekuthembekeni, ukuqina kanye nezindleko zokusebenza. I-DCC kanye nama-AWS anqume ukuhlela i-hackathon egxile egxile lapho ama-DXC kanye nama-AWS hlinzeka abaklami besebenzisana nalokhu:

• Chaza izidingo ezibalulekile zokuhumusha kwangempela
• Sungula ama-latency kanye namabhentshi wokunemba
• Dala izindlela zokuhlanganiswa ezingenamthungo nezinhlelo ezikhona
• Ukuthuthukisa isu lokuqalisa ukusebenza kwe-PASED
• Lungiselela futhi uvivinye ubufakazi bokuqala bokusetha komqondo

Umthelela webhizinisi

Okwe-DXC, le prototype yasetshenziswa njenge-Enabler, ivumela ubuchwepheshe wethalente lobuchwepheshe, ukuguqulwa kokusebenza, kanye nentuthuko yezindleko nge:

• Ukulethwa kobuchwepheshe obuhle kakhulu bezobuchwepheshe – Ukuqashwa kanye nokufanisa ama-agents ngokususelwa olwazini lobuchwepheshe kunokuba kukhulunywa ngolimi, uqinisekisa ukuthi amakhasimende athola ukwesekwa okuphezulu kwezobuchwepheshe kungakhathalekile ukuthi izithiyo zolimi zingakhathalekile ukuthi zingezethuli zilimi
• Ukuvumelana nezimo zomhlaba wonke – Ukususa izingqinamba zezindawo nezilimi ekuqashweni, ukubekwa, nokusekelwa kokusekelwa ngenkathi kugcinwa ikhwalithi yensiza engaguquki kuzo zonke izilimi
• Ukuncishiswa Kwezindleko – Ukuqeda amaphrimiyamu wobuchwepheshe bezilimi eziningi, ukuqeqeshwa okukhethekile kolimi, kanye nezindleko zezingqalasizinda ngemodeli yokuhumusha ye-Pay-Per-Per-Per-Ithuluzi
• Isipiliyoni esifanayo kwizikhulumi zomdabu – ukulondolozela ingxoxo yemvelo igeleza ngokuhumusha okulandelayo kwesikhathi sangempela kanye nempendulo yomsindo, ngenkathi iletha ukwesekwa kwezobuchwepheshe kwe-Premium ngolimi olukhethwa lwekhasimende

Ukubuka konke

I-prototype ye-Amazon Connect V2v isebenzisa ukuqashelwa kwenkulumo okuthuthukile kwe-AWS kanye nobuchwepheshe bokuhumusha umshini ukuvumela ukuhunyushwa kwengxoxo yesikhathi sangempela phakathi kwama-ejenti namakhasimende, okubavumela ukuba bakhulume ngezilimi zabo ezikhethiweyo ngenkathi benezingxoxo zabo zemvelo. Siqukethe izakhi ezisemqoka ezilandelayo:

• Ukuqashelwa Kwenkulumo – Ulimi olukhulunywa lwamakhasimende lubanjwa futhi luguqulwe lube umbhalo lusebenzisa i-Amazon Transcripte, elisebenza njengenjini yokuqashelwa kwenkulumo. Umbhalo (Umbhalo) bese wondliwa enjini yokuhumusha yomshini.
• Ukuhunyushwa komshini – Humushela incazelo emuva ku-i-Amazon Humusha, injini yokuhumusha umshini, uhumusha umbhalo wekhasimende olimini olukhethwe yi-Agent esiseduze nesikhathi sangempela. Umbhalo ohunyushiwe uguqulwa ubuyiselwe ekukhulumeni usebenzisa i-Amazon Polly, esebenza njengenjini yenkulumo eya kwinkulumo.
• Ukuhunyushwa kwe-Bidirectional – Inqubo ibuyiselwa emuva ekuphenduleni kwe-ejenti, ukuhumusha inkulumo yazo ngolimi lwekhasimende nokuhambisa umlaleli ohunyushiwe kwikhasimende.
• Ukuhlanganiswa kwe-Seamless – Iphrojekthi ye-V2V Translation Isampula ihlangana ne-Amazon Connect, enika amandla ama-ejenti ukuphatha ukusebenzisana kwamakhasimende ngezilimi eziningi ngaphandle kokuqeqeshwa okwengeziwe, okusebenzisa ukusakazwa kwe-Amazon Connect RTC JS ne-Amazon Connect RTC JS.

I-prototype inganwetshwa nezinye izinsizakalo ze-AWS AI ukwenza ngokwezifiso amakhono okuhumusha. Kungumthombo ovulekile futhi ulungele ukwenza ngokwezifiso ukufeza izidingo zakho ezithile.

Umdwebo olandelayo ukhombisa ukwakhiwa kwesixazululo.

Isithonjana esilandelayo sibonisa uhlelo lokusebenza lwe-Agent Agent Web.

Isibonisi somsebenzisi siqukethe izigaba ezintathu:

• Iphaneli Yokulawula Ukuxhumana – Iklayenti Elithambile Esebenzisa I-Amazon Connect
• Ukulawulwa kwamakhasimende – Ukulawulwa kokuxhumana kwamakhasimende ku-agent, kufaka phakathi ukubhala ngezwi lekhasimende, ukuhumusha izwi leKhasimende, futhi avumelane nezwi lekhasimende
• Izilawuli ze-Agent – Izilawuli zokusebenzisana kwamakhasimende kuya-kuya kumakhasimende, okubandakanya ukubhala ngezwi le-Agent, kanye nezwi le-Agestize le-Agent

IZINSELELE Lapho Usebenzisa Eduze Nezokuhumusha Kwezwi Yesikhathi Sangempela

Iphrojekthi ye-Amazon Connect V2V Sampula yenzelwe ukunciphisa isikhathi sokucubungula okulalelwayo kusukela lapho ikhasimende noma i-ejenti iqeda ukukhuluma kuze kube yilapho umfudlana womsindo ohunyushiwe uqalile. Kodwa-ke, ngisho nangesikhathi esifushane sokulalelwayo sokulalelwayo, isipiliyoni somsebenzisi namanje asihambelani nesipiliyoni sengxoxo yangempela lapho bobabili bekhuluma ulimi olufanayo. Lokhu kungenxa yephethini ethile yekhasimende elalela kuphela inkulumo ehunyushwe ngo-Agent, kanye ne-ejenti elalelwa kuphela inkulumo yekhasimende ehunyushwe. Umdwebo olandelayo ukhombisa lelo phethini.

Ukuhamba komsebenzi kwesibonelo kuqukethe lezi zinyathelo ezilandelayo:

1. Ikhasimende liqala ukukhuluma ngolimi lwabo, futhi likhuluma ngemizuzwana eyi-10.
2. Ngoba i-ejenti izwa kuphela inkulumo yekhasimende ehunyushiwe, umenzeli wezwa kuqala imizuzwana eyi-10 yokuthula.
3. Lapho ikhasimende liphela ukukhuluma, isikhathi sokusebenza komsindo sithatha imizuzwana engu-1-2, phakathi naleso sikhathi amakhasimende ne-ejenti azwa ukuthula.
4. Inkulumo ehunyushelwe yekhasimende ihanjiswa e-ejenti. Ngaleso sikhathi, ikhasimende lizwa ukuthula.
5. Lapho ukudlala kweKhasimende kuhunyushwe kweKhasimende kuqediwe, umenzeli uqala ukukhuluma, futhi akhulume ngemizuzwana eyi-10.
6. Ngoba ikhasimende lizwa kuphela inkulumo ehunyushelwe e-Agent, ikhasimende lizwa imizuzwana eyi-10 yokuthula.
7. Lapho i-ejenti iqeda ukukhuluma, isikhathi sokusebenza komsindo sithatha imizuzwana engu-1-2, phakathi naleso sikhathi amakhasimende ne-ejenti azwa ukuthula.
8. Inkulumo ehunyushwe nge-Agent ihanjiswa e-ejenti. Ngaleso sikhathi, umenzeli uyazwa ukuthula.

Kulesi simo, ikhasimende lizwa ibhulokhi eyodwa yemizuzwana engama-22-24 yokuthula okuphelele, kusukela lapho sebeqedile ukukhuluma kuze kube yilapho bezwa izwi elihunyushwe ngalo. Lokhu kwakha isipiliyoni se-sunoptimal, ngoba ikhasimende kungenzeka lingaqiniseka ukuthi kwenzekani ngale mizuzwana engama-22-24 – Isibonelo, uma umenzeli ekwazile ukubazwa, noma uma bekukhona inkinga yezobuchwepheshe.

Ukusakazwa komsindo okusheshayo

Esimweni esibhekene nobuso phakathi kwabantu ababili abangakhulumi ulimi olufanayo, bangase babe nomunye umuntu njengomhumushi noma umhumushi. Ukuhamba komsebenzi kwesibonelo kuqukethe lezi zinyathelo ezilandelayo:

1. Umuntu ukhuluma ngolimi lwabo, ozwakala ngumuntu b kanye umhumushi.
2. Umhumushi uhumusha umuntu muphi oshiwo ngolimi lomuntu B. Ukuhumusha kuzwakala ngumuntu B noMuntu A.

Empeleni, umuntu u-A kanye nomuntu B ukuzwa omunye nomunye ekhuluma olimi lwabo, futhi futhi azwa ukuhumusha (kumhumushi). Akukho ukulinda ngokuthula, okubaluleke kakhulu ezingxoxweni ezingezona zobuso (njengokusebenzisana kwesikhungo sokuxhumana).

Ukwandisa isipiliyoni seKhasimende / i-Agent, i-Amazon Connect V2V Sampula Project isebenzisa ukusakazwa komsindo ukusakazwa kokulinganisa okuhlangenwe nakho kwengxoxo yemvelo. Umdwebo olandelayo ukhombisa ukuhamba komsebenzi wesibonelo.

Ukuchitheka komsebenzi kuqukethe lezi zinyathelo ezilandelayo:

1. Ikhasimende liqala ukukhuluma ngolimi lwabo, futhi likhuluma ngemizuzwana eyi-10.
2. Umenzeli uzwa izwi lokuqala lekhasimende, ngevolumu ephansi (“ukusakazwa kwamakhasimende mic to agent” enikwe amandla).
3. Lapho ikhasimende liphela ukukhuluma, isikhathi sokusebenza komsindo sithatha imizuzwana engu-1-2. Ngaleso sikhathi, ikhasimende ne-ejenti lezwa ukufikelwa kwempendulo ye-Audio Audio-Readio-Conferent Pointleck-Concount Center ngemuva (“Impendulo yomsindo” inikwe amandla).
4. Inkulumo ehunyushwe kweKhasimende ihanjiswa e-ejenti. Ngaleso sikhathi, ikhasimende lizwa inkulumo yalo elahunyushwa, ngevolumu ephansi (“ukuhanjiswa kwamakhasimende kumakhasimende” kunikwe amandla).
5. Lapho ukudlala kweKhasimende kuhunyushwe kweKhasimende kuqediwe, umenzeli uqala ukukhuluma, futhi akhulume ngemizuzwana eyi-10.
6. Ikhasimende lizwa izwi langempela le-ejenti, ngevolumu ephansi (“i-ejenti ye-ejenti ye-ejenti yekhasimende” inikwe amandla).
7. Lapho i-ejenti iqeda ukukhuluma, isikhathi sokuhlola umsindo sithatha imizuzwana engu-1-2. Ngaleso sikhathi, ikhasimende ne-ejenti lezwa ukufikelwa kwempendulo ye-Audio Audio-Readio-Conferent Pointleck-Concount Center ngemuva (“Impendulo yomsindo” inikwe amandla).
8. Inkulumo ehunyushwe nge-Agent ihanjiswa e-ejenti. Ngaleso sikhathi, umenzeli uzwa inkulumo yawo ehunyushwe, ngevolumu ephansi (“ukuhunyushwa kwe-ejenti ukuhunyushwa ku-ejenti” kunikwe amandla).

Kulesi simo, ikhasimende lizwa amabhlokhi amabili amafushane (amasekhondi ayi-1-2) wempendulo ecashile yomsindo, esikhundleni sebhlokhi eyodwa yemizuzwana engama-22-24 yokuthula okuphelele. Le ndlela isondelene kakhulu nengxoxo yobuso nobuso ebandakanya umhumushi.

Izengezo zokusakaza okulalelwayo zihlinzeka ngezinzuzo ezengeziwe, kufaka phakathi:

• Izici Zezwi – Ezimweni lapho umenzeli nekhasimende ezwa kuphela inkulumo yazo ehunyushwe futhi eguqulwa, izici zezwi uqobo zilahlekile. Isibonelo, umenzeli akakwazi ukuzwa ukuthi ikhasimende likhuluma kancane noma liyashesha, uma ikhasimende licasukile noma lizolile, njalonjalo. Inkulumo ehunyushiwe nehlanganisiwe ayithwali ngalolo lwazi.
• Ukuqinisekiswa kwekhwalithi – Ezimweni lapho ukuqoshwa kwezingcingo kunikwe amandla, yizwi lekhasimende kuphela nenkulumo esetshenzisiwe ye-ejenti iyaqoshwa, ngoba ukuhumusha kanye nokuhlanganiswa kwenziwa ohlangothini lwe-ejenti (iklayenti) uhlangothi. Lokhu kwenza kube nzima ngamaqembu e -QA ahlole kahle futhi ahlole izingxoxo, kufaka phakathi amabhlogo amaningi ethule ngaphakathi kwalo. Esikhundleni salokho, lapho ukusakazwa okulalelwayo okusakazwayo kunikwe amandla, awekho amabhulokhi ethule, futhi iqembu le-QA lingezwa izwi lokuqala le-Agent, nezwi lazo elihunyushwe futhi elihunyushwe, konke kufayela lomsindo elilodwa.
• Ukubhalwa kanye nokunemba kokuhumusha – Ukuba nengqinamba yoqobo nokuhunyushwayo etholakala ekuqopheni kwezingcingo kwenza kube qonde ukubona ukunemba kokubhaliwe (ngokusebenzisa ukubhala ama-Amazon Prats Cermisologies), ukwenza QAPHELA ukuthi amagama akho omkhiqizo, amagama ezinhlamvu, amagama amamodeli, nokunye okuqukethwe okuhlukile kubhalwa futhi kuhunyushelwe kumphumela oyifunayo.

Qalisa nge-Amazon Connect V2V

Silungele ukuguqula ukuxhumana kwakho kwesikhungo sokuxhumana? Iphrojekthi yethu ye-Imazon Connect V2V Sampula isiyatholakala ku-GitHub. Sikumema ukuba uhlole, ubeke, bese uvivinya le prototype enamandla. Ungaba njengesisekelo sokwenza izixazululo ezintsha zokuxhumana ezilimini eziningi kwisikhungo sakho sokuxhumana, ngezinyathelo ezilandelayo ezilandelayo:

1. Clone the GitHub Repository.
2. Hlola ukucushwa okuhlukile kwezengezo zokusakazwa komsindo.
3. Buyekeza ukulinganiselwa kwephrojekthi yesampula ku-Readme.
4. Thuthukisa isu lakho lokuqalisa:
   1. Sebenzisa izilawuli zokuphepha eziqinile kanye nokuhambisana nokuhambisana namazinga wenhlangano yakho.
   2. Hlanganisa nethimba lakho lokuhlangenwe nakho kwamakhasimende ukuze uchaze izidingo zakho zecala lokusebenzisa.
   3. Ibhalansi phakathi kwezilawuli ze-automation kanye nokulawulwa kwe-agent's Manual (ngokwesibonelo, sebenzisa ukugeleza kokuxhumana kwe-Amazon Xhuma ukuze usethe ngokuzenzakalela izimfanelo zoxhumana noxhumana ngezilimi ezithandwayo kanye nokusakazwa komsindo).
   4. Sebenzisa izitimela zakho ezikhethwayo, ukuhumusha, kanye nezinjini zemibhalo-kuya-ezikhulumayo, kususelwa kwizidingo ezithile zokusekelwa kolimi kanye nebhizinisi, okusemthethweni, kanye nezintandokazi zesifunda.
   5. Hlela ukukhishwa okuhlukaniswe ngezigaba, ukuqala ngeqembu le-Pilot, khona-ke nge-itratively andisa amagama akho okubhaliwe kanye nama-terminologies ngokwezifiso.

Ukugcina

Iphrojekthi ye-Amazon Connect Sampula ye-V2V ikhombisa ukuthi i-Amazon Connect kanye nezinsizakalo ze-AWS AI AWS aud zingabhidliza izithiyo zolimi, zithuthukise ukuguquguquka kwezilimi, futhi kunciphise izindleko zokusekelwa. Qalisa manje futhi uguqule ukuthi isikhungo sakho sokuxhumana sixhumana kanjani nazo zonke izithiyo zolimi!

Mayelana nababhali

UMilos cosic Ingabe ukwakhiwa kwe-Solutions okuyinhloko ku-AWS.

EUhloboumasha Ingabe ukwakhiwa kwezixazululo eziphezulu ku-AWS.

U-Adam el Tanbouli Imenenja yohlelo lobuchwepheshe yezinsizakalo zokuProtatyping kanye nezinsizakalo zokusekela emsebenzini we-DXC wanamuhla.