From AI Conversations to Data-Driven Decisions: Unlocking the Future of Customer Engagement

Integration of Tobi (virtual assistant) with Pega CDH platform enables data-driven customer engagement through natural language processing and automated decision-making

System achieves 50% chat containment rate with 440,000 monthly customer contacts handled and API responsiveness under 1.2 seconds

Architecture combines multiple cloud services (AWS, GCP) with custom microservices, using Kubernetes for deployment and infrastructure as code via Terraform

In-house NLU team developed 100+ entities and 154 customer journeys, with dedicated linguistic experts building language processing capabilities specifically for Greek

Custom data pipeline (DataMove) handles both real-time streaming and batch processing of customer data between systems while maintaining GDPR compliance

Platform maintains 99.95% uptime through redundant load balancers and automated deployment processes via Jenkins

Omnichannel approach ensures consistent customer experience across chat and voice channels through Genesys platform integration

System processes 1.4 million targeted campaigns monthly through automated workflows without manual intervention

Architecture includes PostgreSQL for static data and Cassandra for real-time customer information management

Voice capabilities being gradually rolled out through 2024 with full implementation targeted for 2025