Smilics Success Story

Smilics Technologies: Optimizing Customer Service with Generative AI

Smileys Technologies is a company specialized in the design, manufacture and marketing of devices for measuring electrical consumption in homes and businesses.

What challenge did the company face?

Smilics faced challenges in technical support such as high volume of queries, backlog of requests, lack of traceability and difficulty in user identification.

Virtual assistant and AWS

Smilics' business model is focused on selling to intermediaries, which means that most of its end users are not direct customers. To improve the user experience, Smilics provides an app that allows users to view electricity consumption metrics and manage devices.

With a small customer support team and limited service hours, Smilics needed a scalable solution to automate query management and improve operational efficiency.

They were looking to optimize their technical support in light of the high volume of queries, the accumulation of requests, the lack of traceability and the difficulty in identifying users, thus improving the efficiency and personalization of the service.

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 has led the transformation of technical support for Smilies with the implementation of a Amazon Bedrock based virtual assistant. This solution, powered by Generative AI, has optimized interaction with users by integrating voice, chatbot and WhatsApp, offering accurate answers thanks to training with technical documentation and advanced techniques such as Retrieval Augmented Generation (RAG).

Furthermore, the incorporation of data vectorization in FAISS stored in Amazon S3 has allowed for more efficient management of knowledge, while the sentiment analysis adapts the interaction based on the user's status. When the AI cannot resolve an issue, the system performs a smart diversion of consultations with human agents or Jira Helpdesk, thanks to AWS Service Management Connector, ensuring a balance between automation and personalized attention.

Thanks to this implementation, Smilies has managed to reduce response times, improve traceability and offer a more agile and efficient user experience, reaffirming the commitment of Apser with innovation in technical support solutions.

Results

The implementation of Amazon Bedrock based virtual assistant has transformed the operational efficiency of Smilies, allowing for more agile and scalable management of technical support.

Thanks to automation of common queries, the support team can now focus on more complex incidents, significantly reducing the operational burden. In addition, the solution offers 24/7 attention without increasing costs, eliminating the backlog of requests outside of business hours.

La accuracy in responses has improved significantly through the use of embeddings and Retrieval Augmented Generation (RAG), ensuring up-to-date and validated information. In parallel, Amazon QuickSight provides real-time metrics on chatbot performance and trends in incidents, continuously optimizing the service.

Finally, the solution developed by Apser offers flexibility and scalability, allowing Smilies adjust and evolve the virtual assistant according to business needs, thus consolidating a more efficient and innovative user experience.

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).