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AI-Powered Customer Service Solution for Multilingual Support

spyro-soft.com

Financial services

Information technology

Customer service

Challenges in Customer Service Efficiency

The institution faced difficulties in managing high volumes of routine customer inquiries (e.g., account balances, transaction history) due to limited Polish language support in existing AI tools. This led to increased operational costs, slower response times, and suboptimal customer satisfaction.

About the Client

A leading financial institution focused on leveraging AI to enhance customer service efficiency and competitiveness.

Key Project Goals

Automate resolution of routine customer inquiries using AI
Improve customer satisfaction through faster and more accurate support
Reduce operational costs by minimizing human agent workload
Ensure seamless integration with existing customer service infrastructure
Provide robust Polish language support for voice and text interactions

Core System Requirements

Polish language voicebot and chatbot capabilities
Intent recognition and conversation flow automation
Seamless call routing to human agents with context preservation
Sentiment analysis and conversation summarization
Integration with AWS services for data storage and processing

Technology Stack

Amazon Connect

BoostAI

Amazon Bedrock

Amazon DynamoDB

Amazon S3

Amazon SageMaker

Amazon QuickSight

System Integrations

Amazon Connect with BoostAI for voicebot functionality
DynamoDB for conversation transcript storage
S3 with SageMaker for audio transcription
QuickSight for dashboard visualization

Non-Functional Requirements

High scalability to handle peak call volumes
24/7 system availability
Data security and compliance with financial regulations
Low-latency voice recognition and response generation
Automated maintenance and updates

Expected Business Impact

The implementation is projected to reduce consultant workload by automating 60-70% of routine inquiries, decrease operational costs by 30-40%, and improve customer satisfaction scores by enabling faster resolution times and 24/7 multilingual support.