bolttech Partners With AWS to Bolster Its Customer Support Platform

Singapore-based insurtech firm bolttech has built a new customer support platform on Amazon Web Services (AWS) to enhance its offerings for more than eight million customers in 30 markets globally.

As part of its digital transformation, bolttech is migrating the information technology (IT) infrastructure for 26 support centers to AWS by the end of 2022, and expects to further expand to other countries in the near future.

bolttech will enhance and reduce average customer servicing times using the breadth and depth of AWS capabilities, including machine learning and analytics to gather insights from real-time caller data such as customer sentiment.

By building on AWS, bolttech said that it can easily add new business partners to its customer support platform in less than five days, quickly launch new customer channels like chatbots, and reduce infrastructure costs by 40%.

bolttech selected Amazon Connect, an easy-to-use, scalable cloud contact center service, and built a custom user interface (UI) that incorporates various support touchpoints in a single platform that handles inquiries across multiple countries.

With Amazon Connect, bolttech can now introduce new customer services in additional countries in as little as 15 days, making the process faster and more scalable.

bolttech will also deploy Amazon Polly and Amazon Lex in the further build out of their Amazon Connect implementation.

These machine learning services are designed to convert speech to text and text to speech, helping customer support teams quickly configure as well as deploy announcements and campaigns on the go.

bolttech is also undertaking a proof of concept (POC) for Contact Lens for Amazon Connect, a feature that helps follow the sentiment and trends of customer conversations in real time to identify company and product feedback.

In using AWS, bolttech has developed an in house solution to provide customer support teams a complete view of the customer’s historical interactions at the start of a conversation, email, or chat.

This provides a holistic view of a customer’s current and past purchases, providing a more tailored customer experience and reducing the time it takes to solve queries.

David Lynch

“AWS unifies our voice, email, and chat platforms, giving customers a seamless service experience across their channels of preference.

Using advanced AWS cloud capabilities like machine learning, analytics, and cloud-based contact center services, we are well-positioned to quickly launch innovative customer services globally while taking our user experience to the next level.”

said David Lynch, Group Chief Technology Officer at bolttech.

Pete Murray

“bolttech is a modern and customer-centric insurtech leader placing their customers at the center of what they do, leveraging Amazon Connect and advanced services like Amazon Polly and Amazon Lex to build an in-house platform offering best-in-class customer experience with the highest levels of compliance.

bolttech is a role model for leveraging cloud technology to expand into new markets rapidly, and our teams are excited to continue to support bolttech’s bold vision,”

said Pete Murray, Head of FSI, ASEAN at AWS.