Fractal Analytics Revolutionizes Call Handling with AWS and GenAI
In a world where every second counts, Fractal Analytics has introduced a game-changing solution to streamline call handling processes for Fortune 500 companies. Leveraging the power of AWS and GenAI, Fractal’s latest innovation, Knowledge Assist, has significantly reduced call handling time by up to 15%.
Traditionally, retrieving data from multiple sources within large enterprises has been a cumbersome and time-consuming task. With Knowledge Assist, Fractal aims to simplify this process, making knowledge retrieval more efficient and effective.
Built on AWS, Knowledge Assist utilizes Amazon Bedrock for generative AI capabilities, Amazon Elastic Container Service (ECS) for building connectors, and Amazon OpenSearch Service for vector/semantic search. This seamless integration with AWS allows Fractal to experiment and scale rapidly, delivering tangible results for its clients.
During a six-month pilot program, Knowledge Assist demonstrated impressive outcomes. With nearly 500 knowledge workers adopting the solution, there was a notable reduction in average data retrieval time and a significant call deflection rate of 30%. Clients reported improved customer and employee satisfaction, enhanced upsell opportunities, and less supervisor involvement.
Moreover, Knowledge Assist ensures strict adherence to security and privacy standards, safeguarding sensitive data through private endpoints and encryption protocols. This commitment to data protection instills trust and confidence among clients, further enhancing Fractal’s reputation as a trusted AI solutions provider.
Looking ahead, Fractal remains committed to driving innovation in AI-driven solutions. With plans to implement automated LLM evaluations and generate fresh insights into calls, Fractal aims to proactively address recurring issues and further optimize call handling processes.
Fractal’s journey into the generative AI space reflects its dedication to staying at the forefront of technological advancements. From introducing Flyfish, a versatile generative AI platform, to unveiling India’s first Indian languages-based text-to-image diffusion model, Kalaido.ai, Fractal continues to push the boundaries of innovation.
As businesses strive to deliver exceptional customer experiences and drive operational efficiency, solutions like Knowledge Assist offer a glimpse into the transformative power of AI and cloud technology. With Fractal Analytics leading the charge, the future of call handling looks brighter than ever before.
