Success story.
Help desk automation with a virtual agent
In a healthcare company, the Help Desk was facing high volumes of repetitive requests and long response times. The reliance on manual processes hampered operational efficiency, ticket management, and interaction traceability.
We take on any challenge
At Zenta there are no obstacles we cannot overcome.
Challenge
Automate common requests such as unlocking and inquiries, reduce the support team's workload, and enable an accessible and secure conversational channel. All this while ensuring complete traceability and auditability of every interaction managed by the Virtual Agent.
Solution
We developed a decoupled microservices ecosystem in Docker on AWS, with a backend in Node.js and Python. A Virtual Agent was integrated using Amazon Bedrock (Claude 3.7), Zod validations were implemented, and traceability was provided by DynamoDB and PostgreSQL. Additionally, a secure conversational channel was connected via Signal, with whitelist authentication and automatic generation of validated reports.
Results from our management
-25% in average unlocking times.
+80% of tickets are automatically managed by the Virtual Agent.
+50% reduction in the operational workload of the level 1 support team.