Enquero, a Genpact company, partnered with Google Cloud to develop a self-learning production support solution for the bank, built with artificial intelligence (AI) and machine learning (ML). The goal? To predict and proactively respond to client issues.
As we built the next-gen production support application, we focused on transforming the employee and client experience. We relied on a range of Google Cloud products and solutions such as Dataproc Clusters, Cloud Storage, BigQuery, Vertex AI, Dialogflow, and Kubernetes Engine (GKE).
Today, the AI/ML engine detects potential issues based on app irregularities and usage patterns – then alerts the production support team before an issue becomes a problem. The platform solves recurring problems, prevents common challenges, and predicts future issues to completely transform how the support teams work. Clients get faster responses and even have access to a range of self-service portals, including chatbot support.