Success Story Roams

Roams: Prospecting Bot

Roams is a digital company that prescribes recurrent services to consumers in the areas of mobile telephony, internet, streaming TV, insurance, personal finance and energy. It acts as a digital advisor that seeks to optimize the options available in these areas for users, providing transparency and facilitating decision-making.

Conversational AI

What challenge did the company face?

Roams had a standard data collection form. Analyzing how they could streamline and facilitate the process for the customer, they decided to explore the possibility of incorporating a voice bot that would guide those interested in providing personal data for later contact.

Solution implemented

The apser team developed a voice-enabled bot with a clear purpose: to manage specific business logic that would revolutionize the way the client would communicate with its own customers.

The solution implemented by the team was a comprehensive approach involving a number of Amazon Web Services (AWS) services, including Amazon Connect, Lambda, Lex, and CloudWatch, along with custom development to connect call data to the client’s ERP system using its API.

AmazonConnect became the core of conversational interaction with customers, enabling seamless two-way communication with the Lex bot.

Lambda played a crucial role in processing call data, allowing for the execution of specific actions based on the captured information. Additionally, Lambda was the key to triggering automated workflows, such as lead follow-up or service ticket creation. This integration not only improved efficiency, but also enabled more personalized and agile service.

Amazon lex was a key part of this transformation. It enabled the creation of chatbots and virtual assistants that interacted conversationally with customers. These bots could not only gather information and answer common queries, but also guide users through automated processes, such as requesting information or scheduling appointments. Conversation became more natural and effective, improving the customer experience.

Finally, the implementation of CloudWatch was instrumental in monitoring the performance and availability of critical system components such as Amazon Connect and Lambda. It also enabled the collection of essential metrics related to the efficiency of automated outreach including call duration, success rate in information gathering, and identification of operational issues. Continuous monitoring ensured high-quality service and consistent responsiveness.

In addition, a custom development to integrate the data captured during automated capture with other Roams systems. This included the prospect database and CRM system, which allowed for more effective tracking of prospects and the automation of follow-up and conversion processes.

Results

The implementation of bots and virtual assistants marked a significant change in Roams' customer service. These bots not only provide automated responses, but also offer a highly efficient experience for every customer. This efficient conversation translates into faster and more accurate interactions, significantly improving customer satisfaction and multiplying the conversion ratio by up to 10.

Real-time processing through AWS Lambda has dramatically streamlined operations. Interaction data is processed instantly, enabling automation of crucial tasks such as lead tracking and ticket creation. This proactive approach has led to increased productivity and more efficient handling of customer requests.

Advanced monitoring with CloudWatch has been a vital component in maintaining system stability. It closely monitors critical components and provides detailed metrics, allowing for proactive troubleshooting. Potential issues are detected and resolved before they impact customer experience, ensuring uninterrupted service.

Integration with the customer management system has taken lead tracking to a new level of efficiency. Data is managed centrally, facilitating effective follow-up of each lead and faster response to business opportunities. In addition, the detailed technical information provided has led to data-driven decisions. The insights gained have guided strategies and decisions, thus optimizing Roams’ overall operation.

Next steps

Once the bot's conversion rates in production have been analyzed, the Roams team plans to develop new bots for its other prescription services. The main objective of this approach is to iIncrease the number of converted leads at the same time keep costs down through automation of process.

Why Apser

apser is the AWS Advanced Consulting Partner specialized in private companies, public sector, ISVs and non-profit organizations.

The apser team provides a customized, agile and understandable approach that contributes to the widespread adoption of the cloud paradigm.

In 2018 we began our experience with AWS and, since then, we have not stopped incorporating knowledge and experience, a fact that drives us to improve the efficiency of our clients' platforms.

Our team operates through two business units: Cloud Solutions (as a managed services provider) and Cloud Professional Services (as consultants).