Finvivir is a leading financial company dedicated to providing microcredit to underserved communities, with an exclusive focus on women. In addition to lending services, it provides development tools in areas such as financial education, training, and entrepreneurship, with the goal of driving the growth and success of its members.
Problem
Finvivir was faced with the challenge of managing a large number of inquiries and questions from its staff, which required significant effort from its employee service center (ESC). Most of the inquiries were repetitive and did not involve technical issues, leading them to consider options to automate the process and provide quick and accessible responses through a chatbot.
Our Solution
iNBest.cloud, in collaboration with Finvivir, proposed implementing a conversational interface via 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's workload and allowing them to focus on more specific issues.
The solution was designed with an estimated concurrency of around 10% of the 1,200 users expected for the chatbot. A separate, scalable RDS was created in the same Finvivir VPC, allowing for easy integration with the rest of the existing AWS infrastructure.
The solution was designed with an estimated concurrency of around 10% of the 1,200 users expected for the chatbot. A separate, scalable RDS was created in the same Finvivir VPC, allowing for easy integration with the rest of the existing AWS infrastructure.
COMPONENTS OF THE SOLUTION
Amazon Route 53: Used for DNS mapping.
AWS Application Load Balancer: For load balancing between EC2 instances.
Amazon EC2: To host the chatbot application.
Amazon RDS (Aurora compatible with MySQL): For storing and retrieving information related to conversations.
Amazon S3 Bucket: Used to store media files, such as informational images.
Amazon SES: Service used for email verification and delivery.
Third-party applications: Dialogflow for the process.
Results
The implemented solution has provided an improved user experience, with immediate and time-saving responses from the chatbot. The use of RDS Aurora has enabled efficient control of database access, streamlining interface processes and facilitating integration with artificial intelligence solutions without compromising response time.
Furthermore, the RDS database is scalable and self-manageable, which has freed the Finvivir team from maintenance tasks and allowed them to focus on other important activities. The solution seamlessly integrated into the existing AWS infrastructure, enabling rapid service deployment.
Overall, the successful implementation of the chatbot and the use of RDS have contributed to improving customer service at Finvivir, providing quick and accurate responses and optimizing the organization's internal processes.
Furthermore, the RDS database is scalable and self-manageable, which has freed the Finvivir team from maintenance tasks and allowed them to focus on other important activities. The solution seamlessly integrated into the existing AWS infrastructure, enabling rapid service deployment.
Overall, the successful implementation of the chatbot and the use of RDS have contributed to improving customer service at Finvivir, providing quick and accurate responses and optimizing the organization's internal processes.
Contact us
and receive free consulting
Phone
(+52) 33 2309 0100
(+52) 55 6651 8800
+1 (973) 554 9068
hola@inbest.cloud
Phone
(+52) 33 2309 0100
(+52) 55 6651 8800
+1 (973) 554 9068
hola@inbest.cloud