Next-Gen, Multi-Channel & Intelligent Customer Service Application
Today’s customers expect fast, seamless, and intelligent service—across every channel. Our solution combines AWS AI and Mendix low-code to deliver a flexible, scalable platform that automates support, personalizes experiences, and adapts to changing demands.
What’s not working
The Business Challenge
Fragmented Customer Experience Across Channels
Customers expect seamless support, but disconnected channels often lead to inconsistent service, forcing them to repeat information and eroding trust.
Slow Response Times and Manual Processes
Traditional customer service systems rely heavily on manual effort, slowing down response and resolution times, increasing costs, and frustrating customers.
Limited Scalability and Personalization
Legacy platforms lack the agility to scale or personalize experiences in real time—especially in a world where customer expectations are dynamic and hyper-personalized.
Lack of Actionable Insights
Without AI-powered analytics and real-time feedback loops, teams struggle to understand customer intent, measure sentiment, or make proactive service decisions.
Rigid Systems That Don’t Evolve
Pre-built CRMs and support tools offer little flexibility, making it hard to innovate or adapt processes to meet evolving industry or customer-specific requirements.
Key Features
Omni-Channel Case Intake
Our solution supports case intake from various channels, including AI chatbots, self-service portals, WhatsApp, email, and call centers. This omni-channel approach ensures seamless customer interactions across all touchpoints, enhancing accessibility and convenience.
AI-Powered Pre-Processing
Upon case intake, AWS Lex, Lambda, and Titan classify, create, and summarize each case. This intelligent pre-processing phase prioritizes cases effectively, ensuring timely and accurate responses.
Comprehensive Case Management
The case lifecycle is meticulously tracked in Case 360, providing transparency and visibility into workflow processing. Key features include milestone tracking, auto-assignment of tasks, SLA management, notifications, and collaboration tools, ensuring efficient and organized case handling.
Feedback and Closure Mechanism
Our solution incorporates a robust feedback system powered by AWS services, generating detailed case closure summaries and analyzing customer sentiment and intent. This ensures that customer feedback is thoroughly assessed, and necessary escalations are triggered promptly.
Configurable and Flexible Platform
A user-friendly configuration panel allows business users to customize key aspects of the application. This includes setting up case workflows, milestones, communication templates, SLA management, and more. The platform’s flexibility ensures it can adapt to various business needs and processes.
Cross-Vertical Applicability
Our solution is versatile and applicable across multiple industries and domains. It can be deployed in sectors such as banking, insurance, and retail to digitize and streamline processes like customer lifecycle management, lending, payments, claims processing, and more. Additionally, it is ideal for horizontal use cases such as incident management, service requests, and complaint handling.
The Business Impact
Accelerated Go-to-Market
Pre-built components and seamless integration with AWS services allow for rapid deployment, enabling organizations to quickly adapt to market changes and customer demands.
Foundation for Innovation
The combination of AI and low-code technology provides a solid foundation for developing innovative customer service applications, such as real-time support systems and personalized customer experiences.
Cost Optimization
By digitizing and automating key customer service processes, our solution helps organizations achieve operational efficiency, reducing costs while maintaining high service standards.
Expert Insights
Developed by industry experts, our solution leverages deep domain knowledge and best practices, ensuring that your customer service platform is robust, efficient, and future-ready.
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