Bizmetric has introduced a revolutionary solution that replaces traditional IVR systems with an advanced AI-powered chatbot. By leveraging generative AI and Azure Cosmos DB, this chatbot offers a more efficient, cost-effective, and user-friendly experience. Here’s an in-depth look at how this innovative technology is reshaping customer service.

We have recently participated in Azure Cosmos DB YouTube channels and discussed this chatbot with Microsoft experts. You can watch the video here to understand the technical depth and other benefits of customer service Gen AI application:https://www.youtube.com/watch?v=qC7VA3IQHgA&t=304s

Key Highlights of Bizmetric’s Customer Service Gen AI Chatbot

As real-time customer service and cost efficiency become increasingly important, the ability to deliver both is now essential for businesses. Bizmetric’s customer service chatbot, already implemented by over 20 businesses, offers key features that address these demands effectively. Here are some of the standout highlights:

 

 
Innovative IVR Replacement
Conventional IVR systems often frustrate customers with lengthy menu options and rigid structures. Bizmetric’s generative AI chatbot eliminates these pain points by offering a conversational interface. This shift allows users to interact more naturally, receiving immediate, relevant responses without the hassle of navigating through numerous options.
Azure Cosmos DB Integration
At the heart of this transformation is Azure Cosmos DB, a powerful database that supports real-time natural language processing (NLP) and efficient data handling. This integration allows the chatbot to manage large volumes of data and maintain conversational context, ensuring faster, more accurate responses to user queries.
Enhanced Customer Experience

The conversational AI not only replaces the cumbersome IVR systems but also dramatically improves the customer experience. By offering instant and intuitive responses, the chatbot reduces wait times and frustration, allowing customers to resolve their queries quickly and efficiently.

Application Workflow
Let’s understand the workflow of Bizmetric’s customer service gen AI application and understand how data is ingested and processed to deliver results in real-time. (This demonstration is for a client in the banking industry)

Data Ingestion

• User-Specific Data: User-related information, such as loans, foreclosures, and maturities, is stored in an on-premises MySQL database. This data is ingested through various APIs, including Loan API, Foreclosure API, and Maturity API, depending on the bank’s requirements. The system pulls structured data from these APIs to manage user-specific details.
• FAQ Data: Frequently asked question (FAQ) information, such as document forms and procedural guidelines (e.g., “How to close a loan”), is ingested from PDFs. These documents are uploaded to Azure Data Lake Storage Gen2 (ADLS Gen2), where document chunking occurs. Using Document Intelligence Services, the system performs Optical Character Recognition (OCR) to extract relevant text from PDFs. The extracted content is vector-embedded and stored in Azure Cosmos DB for fast retrieval.

Data Processing and Query Handling

• When a user queries personal information (e.g., “What is my loan account number?”), OpenAI’s function API is invoked. The system applies prompt engineering to correctly interpret the query, fetches the required data from the user’s MySQL database, and presents it on the UI.
• For FAQ-based questions (e.g., “What is the procedure to close a loan?”), the system conducts a vector search in Cosmos DB. It retrieves relevant documentation or procedural guides, such as a link to a form, and displays the information on the UI.

Automation and Triggering

• When a new document is added to ADLS, the system automatically triggers a pipeline, starting the document processing. Document Intelligence extracts structured data (e.g., tables, forms) and organizes it into a schema for efficient retrieval.

System Architecture

This architecture supports high availability, secure data management, and optimized user experience across both personal and FAQ-based queries.

• The system uses load balancing to ensure that concurrent user requests are handled efficiently. Multiple instances of GPT-4 Turbo models are deployed to ensure high availability.
• A Web Application Firewall (WAF) is implemented to secure the environment. WAF enforces payload rules, ensuring security even under high load conditions.
• User authentication is performed using mobile OTP, sourced from a third-party provider, ensuring secure access.
• The system is built with a multi-region configuration using an active-passive setup, guaranteeing continuity in case of a regional failure.
• App Insights is integrated to monitor system performance, track logs, and debug any errors. Detailed exception handling ensures that issues are easy to identify and resolve quickly.

Significant Cost Reductions
The implementation of Bizmetric’s AI chatbot can result in a 40% to 50% reduction in operational costs, particularly for banks and financial institutions. By automating repetitive tasks and minimizing the need for human agents, businesses can reduce overheads while maintaining high service levels.
Multi-Agent Query Handling
One of the standout features of Bizmetric’s chatbot is its ability to manage a wide range of customer queries through a multi-agent framework. This enables the bot to respond to diverse inquiries with personalized, accurate information, making it versatile for various industries.
Secure User Authentication
Security is paramount in customer service interactions, especially in industries like finance. Bizmetric’s chatbot ensures data privacy and security by incorporating mobile OTP authentication. This feature safeguards sensitive information and provides a seamless yet secure user experience.
Robust Data Management with Azure Cosmos DB
Azure Cosmos DB plays a critical role in the chatbot’s performance by enabling real-time data management and retrieval. Its robust architecture ensures quick response times even during peak usage, making the bot scalable for high-traffic environments.
Multi-Language Support
Bizmetric’s AI chatbot is designed to cater to a global audience by offering multi-language support. This capability allows businesses to provide a personalized customer service experience to users from various regions, increasing accessibility and engagement.

Get Gen AI BOT for Your Customer Service Operations

Bizmetric’s generative AI chatbot, powered by Azure Cosmos DB, offers a smarter, faster, and more secure way for businesses to engage with their customers. By replacing traditional IVR systems, our Gen AI team ensures our clients get personalized, responsive, and secure customer service at scale.

We have many other Gen AI solutions that you can explore and get for your business. Want to know more about us? Contact our experts now!