Singapore-based insurtech agency bolttech has constructed a brand new buyer assist platform on Amazon Net Companies (AWS) to reinforce its choices for greater than eight million prospects in 30 markets globally.
As a part of its digital transformation, bolttech is migrating the knowledge expertise (IT) infrastructure for 26 assist facilities to AWS by the top of 2022, and expects to additional develop to different nations within the close to future.
bolttech will improve and scale back common buyer servicing occasions utilizing the breadth and depth of AWS capabilities, together with machine studying and analytics to assemble insights from real-time caller knowledge corresponding to buyer sentiment.
By constructing on AWS, bolttech mentioned that it could possibly simply add new enterprise companions to its buyer assist platform in lower than 5 days, shortly launch new buyer channels like chatbots, and scale back infrastructure prices by 40%.
bolttech chosen Amazon Join, an easy-to-use, scalable cloud contact middle service, and constructed a customized consumer interface (UI) that comes with varied assist touchpoints in a single platform that handles inquiries throughout a number of nations.
With Amazon Join, bolttech can now introduce new buyer providers in further nations in as little as 15 days, making the method sooner and extra scalable.
bolttech will even deploy Amazon Polly and Amazon Lex within the additional construct out of their Amazon Join implementation.
These machine studying providers are designed to transform speech to textual content and textual content to speech, serving to buyer assist groups shortly configure in addition to deploy bulletins and campaigns on the go.
bolttech can be enterprise a proof of idea (POC) for Contact Lens for Amazon Join, a function that helps comply with the sentiment and tendencies of buyer conversations in actual time to establish firm and product suggestions.
In utilizing AWS, bolttech has developed an in home answer to offer buyer assist groups an entire view of the client’s historic interactions at first of a dialog, electronic mail, or chat.
This supplies a holistic view of a buyer’s present and previous purchases, offering a extra tailor-made buyer expertise and decreasing the time it takes to resolve queries.
“AWS unifies our voice, electronic mail, and chat platforms, giving prospects a seamless service expertise throughout their channels of choice.
Utilizing superior AWS cloud capabilities like machine studying, analytics, and cloud-based contact middle providers, we’re well-positioned to shortly launch progressive buyer providers globally whereas taking our consumer expertise to the subsequent degree.”
mentioned David Lynch, Group Chief Expertise Officer at bolttech.
“bolttech is a contemporary and customer-centric insurtech chief inserting their prospects on the middle of what they do, leveraging Amazon Join and superior providers like Amazon Polly and Amazon Lex to construct an in-house platform providing best-in-class buyer expertise with the very best ranges of compliance.
bolttech is a task mannequin for leveraging cloud expertise to develop into new markets quickly, and our groups are excited to proceed to assist bolttech’s daring imaginative and prescient,”
mentioned Pete Murray, Head of FSI, ASEAN at AWS.