Botmaker: Immediate Response Using Artificial Intelligence

About Botmaker

Botmaker is an artificial intelligence platform that creates and administers voice and text enabled bots. Its main goal is to provide an exceptional customer experience through different channels like Google Assistant, WhatsApp and Facebook, answering users' queries or starting complex business processes.

Industries: Technology

Location: Argentina

Products: App Engine, BigQuery, Cloud SQL, Google Cloud, Compute Engine

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Botmaker provides exceptional customer service through voice and text enabled bots that answer queries in real time through artificial intelligence and automated processes.

Google Cloud Results

Once Botmaker has developed a solution, it can have it ready 10 minutes after testing.
Using BigQuery, it checks historical Botmaker information in less than 5 seconds.
The platform processes millions of messages, understands them and correctly answers them in real time 24/7/365.

Botmaker processes +2 million conversations a day.

Botmaker's customers include large international brands with operations across Latin America and some Spanish-speaking areas in the United States. Today, in Argentina, they work with government agencies, banks, insurance companies, media companies and large enterprises like Despegar or MercadoLibre.

The Search for Innovation in the Customer Service Field

To automate conversations between brands and people using artificial intelligence, Botmaker needed an infrastructure that allowed it to process millions of messages, understand them and correctly answer them in real time, 24/7/365, preserving the brand's goodwill with its customers; therefore, data processing speed and scalability were a technical challenge they needed to address.

Also, Botmaker had to use tools that met the strict safety requirements imposed by different customers, including large banks and international insurance companies.

Tools That Enable High-Speed Data Processing

In 2015, Botmaker started operating with Google Cloud, which allowed it to focus on its business core and the products they offer instead of technical infrastructure details, leveraging the agility and scalability of the Google Cloud technology. Botmaker generates a lot of information each day derived from the conversations held with users. Through BigQuery, the company can check that historical information within less than 5 seconds. The tools mostly used by the platform also include Container Engine, App Engine, Compute Engine, and Kubernetes.

A large part of Botmaker's work team was already familiar with Google tools so taking them on as a working platform was easier, with full awareness of the economic advantages and advanced technology they provide; developers are more productive thanks to the flexibility and simplicity of deploying code to production. Currently, Botmaker develops a wide variety of products on Google Cloud and adds new benefits as new technologies become available on the platform.

In terms of security, Botmaker found that most of the requirements they had to meet were solved because of automatic disk encryption and the entire network ensuring no attacks would be suffered.

Correct, Automated and Real-Time Answers

Botmaker points out that the difference between cloud and local physical services is huge: not only do they assign very little time to tasks that are not part of the core business but they also have no staff dedicated to infrastructure or database administration. Likewise, they don't need to buy or rent equipment, reducing costs by approximately 30%. Another great highlight of Google Cloud Platform is that, unlike its competitors, its tools are more advanced and easier to deploy.

Today, through Google Cloud Platform, the company 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. Once Botmaker has developed a solution, it can have it ready to use 10 minutes after testing.

"We have several success stories to tell about our products and I think deciding to go to the cloud, and Google Cloud to deploy them, was the right strategy. We have significantly reduced the time spent between designing an idea and posting it in high availability to a couple of hours."

—Hernán Liendo, Co-founder & CTO of Botmaker.

The Botmaker team created a bot for a work of art, which provided answers to the questions people asked about the work itself, like who had painted it and when. That bot earned several awards by different agencies. More recently, in mid 2018, the bot built for the Argentine ice cream company Freddo, earned a Facebook award. "We have several success stories to tell about our products and I think deciding to go to the cloud, and Google Cloud to deploy them, was the right strategy. We have significantly reduced the time spent between designing an idea and posting it in high availability to a couple of hours," explains Hernán Liendo, Co-founder & CTO of Botmaker.

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. Had the platform been based on a physical system, it would have been very difficult for Botmaker to solve the processing capacity issue quickly - or they would have been forced to make a large investment to prepare for that scenario.

Tell us your challenge. We're here to help.

About Botmaker

Industries: Technology

Location: Argentina

App Engine BigQuery Cloud SQL Google Cloud Compute Engine