Celsior helps create a voice experience for a communications organization’s major clients using Amazon Alexa and enhances experiences with easier self-service.

Challenges

The leading American communications conglomerate wanted to improve digital experience for its business clients.

Our solution

We developed the application using the open source Go programming language as a serverless application that was hosted natively on AWS using AWS Lambda. On the Alexa side, we used the Alexa Skills Kit to invoke the serverless application. Prior to being put into production, the application was Amazon-certified.

Business outcomes 

The rollout of the Digital Voice Experience for the organization’s business clients enhanced client experience with easier self-service. The new features enabled through Alexa ranged from the simple to the complex, including:

• Checking for missed phone calls
• Setting call forwarding or “do not disturb”
• Providing instructional help on the organization’s cloud-based enterprise unified communications capabilities
• Starting an audio conference without needing to remember or dial conference numbers, IDs, or PIN numbers

Overall, the deployment of Alexa support to business clients was one of a set of steps that the organization has been taking to improve client experience, minimize the use of annoying ACD phone trees, and provide the easy, self-service capabilities that many clients now appreciate.

Also Read – Top-tier U.S. Communications Firm Deploys Digital Assistant to Allow Client Self-service