Botmaker: Revolutionizing Customer Service with AI and Google Cloud

• Analytics & Modeling - Machine Learning
• Platform as a Service (PaaS) - Application Development Platforms

• Cement
• Equipment & Machinery

• Quality Assurance
• Sales & Marketing

• Real-Time Location System (RTLS)
• Track & Trace of Assets

• Cloud Planning, Design & Implementation Services
• Testing & Certification

Botmaker, an AI platform that creates and administers voice and text enabled bots, aimed to provide exceptional customer service across various channels. The challenge was to automate conversations between brands and people using AI, requiring an infrastructure capable of processing millions of messages, understanding them, and providing accurate responses in real time, 24/7/365. This was crucial to maintain the brand's goodwill with its customers, making data processing speed and scalability a significant technical challenge. Additionally, Botmaker had to meet strict safety requirements imposed by various customers, including large banks and international insurance companies.

Botmaker's customers include large international brands with operations across Latin America and some Spanish-speaking areas in the United States. In Argentina, they work with government agencies, banks, insurance companies, media companies, and large enterprises like Despegar or MercadoLibre. Botmaker processes around 2 million conversations a day, that is, near 2.5 million records. One of the key moments when Botmaker very notably perceived the advantage of operating through the Google Cloud Platform was when they worked on a Sprint project. The brand had launched an advertising campaign in the United States which resulted in a huge increase in the number of users, with transactions growing over 180 times.

Botmaker adopted Google Cloud in 2015, which allowed it to focus on its core business and products rather than technical infrastructure details. Google Cloud's agility and scalability enabled Botmaker to process millions of messages and respond to them in real time. Botmaker generates a lot of information each day from user conversations, and through BigQuery, it can check that historical information within less than 5 seconds. Other tools used by the platform include Container Engine, App Engine, Compute Engine, and Kubernetes. In terms of security, Botmaker found that most of the requirements they had to meet were solved due to automatic disk encryption and the entire network ensuring no attacks would be suffered. Today, Botmaker can create a solution and launch it with productive quality in a very short period of time, taking its products very quickly to the market and creating a positive impact on the business.

• The adoption of Google Cloud has significantly improved Botmaker's operational efficiency. The team no longer needs to dedicate time to tasks that are not part of the core business, nor do they need staff dedicated to infrastructure or database administration. The use of Google Cloud has also eliminated the need to buy or rent equipment, resulting in cost savings. The tools provided by Google Cloud are more advanced and easier to deploy compared to its competitors. The company can now create a solution and launch it with productive quality in a very short period of time, significantly reducing the time spent between designing an idea and posting it in high availability to a couple of hours. This has allowed Botmaker to quickly bring its products to market, creating a positive impact on the business.

• Botmaker can have a solution ready 10 minutes after testing.

• Botmaker checks historical information in less than 5 seconds using BigQuery.

• The platform processes millions of messages, understands them and correctly answers them in real time 24/7/365.