Finvivir

The challenge

Finvivir is a leading financial company dedicated to offering microcredits to communities without access to financing, with an exclusive focus on women. In addition to credit services, they provide development tools in areas such as financial education, training, and entrepreneurship, with the goal of driving growth and success for their affiliates.

Finvivir faced the challenge of managing a large number of queries and questions from their staff, which required significant effort from the employee service center (CAS). Most queries were repetitive in nature and did not involve technical problems, which led to considering options to automate the process and provide quick, accessible responses through a chatbot.

The solution

iNBest.cloud, in collaboration with Finvivir, proposed implementing a conversational interface through WhatsApp that would centralize frequently asked questions and integrate with the existing help desk. The chatbot would be able to resolve common questions and automatically generate support tickets, thus reducing the CAS workload and allowing them to focus on more specific issues.

To ensure user security and authentication, it was proposed to use Amazon RDS Aurora compatible with MySQL as part of the chatbot architecture. RDS would be used to validate user data before providing information and sending support tickets. Additionally, a read replica was implemented to reduce load on the main database instance.

The solution was designed considering an estimated concurrency of about 10% of the 1200 expected chatbot users. An independent and scalable RDS was created in the same Finvivir VPC, allowing easy integration with the rest of the existing AWS infrastructure.

Results

• Improved user experience with immediate responses
• Efficient database access control
• Scalable and self-managed database
• Transparent integration with existing AWS infrastructure