Multilingual voice AI across a global BPO — six languages, four programs
A global BPO wanted to add multilingual voice AI across four Fortune 500 programs without renegotiating any master service agreement. pronix.ai deployed six-language voice AI with automated QA on Amazon Connect + Lex — 34% containment on tier-1 intents and 100% QA coverage.
- Client
- Global BPO, 2,600 seats across four programs
- Industry
- BPO
- Platform
- Amazon Connect · Amazon Lex · Kore.ai · Azure AI Foundry
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Four different clients meant four different KPIs, four different QA rubrics and four different data-residency requirements — plus a contractual promise that no client-facing AHT metric would regress during rollout.
Our approach
Per-program tenancy, shared platform
One Amazon Connect + Lex platform with strict per-program data isolation, per-program prompt libraries and per-program knowledge sources.
Six-language voice from day one
English, Spanish, Portuguese, Tagalog, Hindi and French deployed in parallel; shared intent taxonomy, per-language tuning.
Automated QA on 100% of calls
Azure AI Foundry scored every call against the client-specific rubric; human reviewers focused on the flagged bottom decile.
SLA-safe shadow mode
21-day shadow, then A/B by team; no program went live-live until pre-agreed containment and CSAT gates were met.
Stack assumptions
The reference stack behind this program. Assumptions are what pronix.ai brought in on day one — swap-outs are common, and the implementation summary explains where the substitutions cost time or accuracy.
| Layer | Component | Assumption on day one |
|---|---|---|
| Contact center | Amazon Connect | Regional Connect instances per data-residency zone; per-program contact flows. |
| Voice AI (NLU) | Amazon Lex v2 | Shared intent taxonomy across programs; per-language slot types and utterance sets. |
| Conversational orchestration | Kore.ai XO | Program-scoped bots for complex flows; hand-off to Connect voice via SIP. |
| LLM / paraphrase / summarization | Azure AI Foundry (Azure OpenAI) | GPT-4o-class for open-ended turns; regional deployments per program to satisfy residency. |
| Automated QA | Azure AI Foundry evaluations | 100% of calls scored against per-program rubric; bottom-decile routed to human QA. |
| Telephony / IVR | Amazon Chime Voice Connector | Reused for outbound-safe language routing; Polly Neural for TTS in all six languages. |
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Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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