Naturgy: Automated deployment of Contact Center platform with AWS
Naturgy is a Spanish multinational company that is mainly engaged in the energy and public services sector. Its business activity covers the generation, distribution and marketing of electricity and natural gas, as well as the provision of energy-related services, such as distribution network management, energy efficiency and the provision of sustainable energy solutions.
Conversational AI
What challenge did the company face?
Naturgy is constantly seeking operational excellence and efficiency, so it saw the need to update itself.
Contact Center and AWS
Solution implemented
Apser offered you an initial assessment that would allow us to analyze the current status of your AWS account and, subsequently, our Sherpa support service to be able to implement the potential improvements detected during the assessment.
apser undertook a significant transformation in Naturgy's customer service by implementing Amazon Lex botsThese bots have been designed with a clear focus: to interact with customers naturally and efficiently, whether to address basic queries or to handle more complex requests.
Redesigning customer service This has been a strategic process. Amazon Lex bots have become the main allies in this new era of interaction. Thanks to their direct link to Lambda functions, business logic is managed directly, eliminating the need to code this logic in Amazon Connect flows. This has not only simplified the process, but has also given bots greater power and flexibility.
Attention to detail has been key in this transformation. Segmentation of logs conversation has enabled accurate tracking and efficient management of data generated during interactions with bots. Enabling log recording in the PRO environment has provided ongoing oversight, providing greater transparency and control.
Implementing a bot versioning system for different environments has ensured a safer development and deployment of new functionalities in Naturgy's customer service. This transformation has not only improved efficiency, but has also provided a more satisfactory and effective user experience in interaction with the company.
Results
The implementation of Amazon Lex bots has revolutionized Naturgy's operational efficiency by enable real-time data processing and execution of custom logic during customer interactions.
This advancement has simplified the management of business logic and made bots more responsive. It is no longer just about basic queries; these bots can handle complex data, such as meter readings and billing, more efficiently and accurately.
One of the key benefits of this transformation has been the improvement in regulatory complianceThe ability to maintain detailed records of customer interactions through log segmentation has taken compliance to a new level.
The company now has accurate records that ensure a thorough record of every interaction, resulting in stronger and more reliable compliance.
Why Apser
apser is the AWS Advanced Consulting Partner specialized in private companies, public sector, ISVs and non-profit organizations.
Service center
