Velip enhances customer experience and invests in new products using the cloud
About Velip
Velip offers a platform for automatic voice and video communications via phone, web, messaging apps, and digital channels. The company uses artificial intelligence and humanized conversation flows to improve brand-customer relationships.
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Contact usAfter migrating, the company expanded its technological capabilities, enabling faster launches and cost reductions, stability, and scalability for its products.
Google Cloud results
- Voicebot response latency decreased by 50%
- Service Level Agreement (SLA) rose from 99% to 99.9%
- Maintenance hours cut by 90% for several systems
- Database access latency for complex queries reduced from 0.1 to 0.03 seconds
Infrastructure costs cut by 30%.
Velip offers artificial intelligence (AI) solutions to deliver humanized, automatic voice and video communications. Its software-as-a-service platform (SaaS) can automate the customer service process provided by phone or through digital channels, which helps cut costs and improve communication between companies and their customers.
Founded in 2004, the company has handled over 2 billion contacts and automated service interactions, and it is constantly seeking to be at the cutting edge of digital communications.
Velip faced technical challenges with its physical servers, located in two data centers in São Paulo. Scaling the platform with on-premise infrastructure was hard as it takes longer to hire and install new servers, and deploying the systems involves additional costs.
That is why Velip began to carefully assess the products offered by the public cloud, as its integrated resources and technologies could help improve work processes.
"We chose Google Cloud because of the availability of managed AI services, especially those related to high-quality natural language processing with a response time compatible with our services, which are in near real time."
—José Roberto Aragão, Head of Development, VelipAdvantages observed during the migration
The migration to Google Cloud started in January 2018. By May that year, the operation was already running smoothly. They started by migrating the physical machines to virtual machines and then, over the next few months, the systems managed by the company were replaced by cloud-managed services.
Supported by manuals and other materials provided by Google Cloud, Velip's team was already prepared and trained for that new phase. The move to the cloud streamlined the deployment of the database, enabled by Cloud SQL, while Compute Engine made it possible to create virtual machines almost automatically.
The company is extensively using speech and image technologies delivered in real time, such as Dialogflow, Natural Language API, Speech-to-Text, and Text-to-Speech. For example, these integrated technologies directly impact the quality of communications to help Velip's bots answer customer questions in under 200 milliseconds.
End users can chat with Velip's bots through various channels linked to Google Cloud through processing and control mechanisms. Thanks to Dialogflow's AI resources, the conversation flow between users and bots is powered by natural language processing.
Compiled data is transformed into digital information and sent to natural language systems, which interpret the user's message and look for channel-appropriate answers: text, speech, or image.
"We develop our bots linked to Dialogflow, so all our customers already using that solution can create voicebots and videobots, or digital humans. This helped reduce our customers’ training time and customize resource usage."
—José Roberto Aragão, Head of Development, VelipBusiness benefits and impacts on customer experience
Benefits observed since the migration include the quick responsiveness and low latency of natural language processing and speech recognition systems, their high accuracy for Brazilian Portuguese, and the flexible, stable, and scalable infrastructure. Another positive was Velip’s expanded technological capability, which enabled the company to launch new products more quickly.
These benefits are reflected in the numbers, with the service level agreement (SLA) rate increasing from 99% to 99.9% and a 50% reduction in the voicebot’s response latency from 300 to 150 milliseconds. The hours spent on system maintenance decreased by 90%, and the database's access latency for complex queries was reduced from 0.1 to 0.03 seconds. The company also managed to cut infrastructure costs by 30%.
"We provide those who hire us a reliable platform, excellent natural language understanding capabilities, and quick, real-time reporting. Our customers' users get a conversation flow with a high success rate and an agile response that's compatible with human conversations."
—José Roberto Aragão, Head of Development, VelipAs part of Velip’s tech strategy, more existing or future Google Cloud tools will be assessed so that the company can keep evolving.
"Talking avatars, or digital human beings, are one in a series of products we want to launch. All these products are related to the creation of synthetic, interactive media in real-time, which should become more widespread, even on social media. So, our goal is assessing and keeping track of that transformation," explains José Roberto Aragão.
Tell us your challenge. We're here to help.
Contact us
About Velip
Velip offers a platform for automatic voice and video communications via phone, web, messaging apps, and digital channels. The company uses artificial intelligence and humanized conversation flows to improve brand-customer relationships.