Convera Reimagines its Customer Service with AI: Highlights from the AWS re:Invent Presentation

Convera, a global FinTech leader, was facing a major IT challenge — transforming its customer support for its 26,000 clients across 200 countries. Its approach was to reimagine its IT operation. Its technology solution was generative AI.

Facing a major migration to Amazon Web Services (AWS), the company partnered with Rackspace Technology® to achieve its vision. Reaching its ambitious IT operation goal began with redesigning its email support services, which spanned a complex 130 mailboxes and multiple workflows.

At AWS re:Invent 2024, two Rackspace Technology® leaders—Travis Runty, CTO of Public Cloud, and Vikram Reddy Kosanam, Sr. Director of Data, Analytics & ML—joined Sudipto Das, Convera’s VP of Engineering, to discuss how the project delivered transformative results using generative AI. Together, they highlighted how Convera streamlined processes, automated workflows, and improved customer experiences.

Convera launches its IT reimagination journey

“We called the redesign of our IT operations the ‘reimagination journey,’” explained Das. “Our entire journey is more than just upgrading our technology. It's about rethinking how we do our business, including looking at our current business processes and reimagining them in ways that better serve our customers and help our company prepare for the future.”

The FinTech company started its IT redesign by focusing on email support services, which spanned 130 mailboxes. Its reimagination project included streamlining email communications into a workflow-based case management system.

Convera’s goals for the project:

• Fewer mailboxes
• Automated email action summarization
• Automated email case classification including PII data redaction
• Automated email case management ticket creation

Results delivered by the end of the project:

• 100% automated case creation using metadata
• 95% reduction in mailboxes from 130 to just three
• 82% accuracy in email classification by case type and subtype (after redacting PII data) and summarization for next actions

Leveraging the power of generative AI

Das gives credit to generative AI, AWS and its Rackspace partnership for its success. “Choosing the right technology was the biggest decision we had to make,” said Das. “Generative AI was the only solution that could deliver what we needed, including handling thousands of emails from different countries, regions, languages, customer types and case types.”

Convera was able to leverage the deep experience of Foundry for AI by Rackspace (FAIR™) and launch its AI project quickly. “We chose both AWS and Rackspace for similar reasons,” said Das. “It’s about the speed of execution.

“For technology support, we needed a partner who could quickly create a proof of concept, prove the value of the project and take it to the next stage. The Rackspace team brought excellent AI experience, and they worked well with our internal engineers to execute the project and help us achieve our goals.”  

Hear more about how the team successfully implemented an AI-driven solution that delivered stellar results in our on-demand presentation — including details of the technology execution, lessons learned and Convera’s future AI reimagination plans.