T-Mobile US, Inc. offers a Voicemail to Text service that converts voicemails to text using Amazon Transcribe. They have now launched the Voicemail to Text Translate feature, powered by Amazon Translate, which allows customers to request voicemail transcriptions in their preferred language. This feature is available on major Android devices. The use of the Voicemail to Text service has grown, transcribing 126 million voicemail messages per month as of July 2023. T-Mobile and AWS partnered to analyze key application metrics and improve the customer experience. The integration of Amazon Translate has helped T-Mobile provide voicemail transcriptions in different languages, catering to the diverse language preferences of their customers.
T-Mobile’s Voicemail to Text Translate Feature: Breaking Language Barriers with AI
The Challenge
T-Mobile observed that 10% of voicemail transcriptions were in languages other than English, with Spanish being predominant. Market research revealed that approximately 22% of the US population spoke a language other than English. This highlighted the need for a solution to bridge the language gap and provide customers with voicemail transcriptions in their preferred language.
The Solution
T-Mobile decided to integrate Amazon Translate, a neural machine translation (MT) service, with their existing Voicemail to Text service. By leveraging Amazon Translate’s high-quality translation services, T-Mobile could deliver voicemail transcriptions in real-time between supported languages.
The Results
With the integration of Amazon Translate, T-Mobile was able to offer a new customer experience that accommodates language preferences and makes voicemail more accessible to speakers of various languages. This capability helps break language barriers and facilitates communication.
Conclusion
By using Amazon Transcribe and Amazon Translate, T-Mobile enhanced its voicemail service by delivering message transcriptions in customers’ preferred languages. The use of AWS managed AI services expedited the delivery of this new customer experience without operational burdens. Voicemail to Text and Voicemail to Text Translate services are now delivered with low latency and high accuracy.
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