RoojoomAutomated call handling

A software provider delivering customer engagement solutions to small and midsize businesses across telecommunications, insurance, and finance industries.

The legacy voice system relied on a sequential speech-to-text-to-speech pipeline that created significant latency, resulting in stilted conversations and customer interruptions. Synchronization issues often caused the system to mispronounce words or disconnect calls entirely.

Roojoom transitioned to a native speech-to-speech architecture using Amazon Nova Sonic, combining comprehension and generation into a single model to reduce processing steps. The team prototyped the solution in under two weeks using Amazon Bedrock for secure model access and data control. Complementary models handle post-call workflows by summarizing transcripts and tagging actionable items like meeting requests.