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Principal Financial Group, one of the leading companies in the financial sector in the United States, has made significant progress toward modernizing its customer service. With the aim of enhancing the experience in its contact centers, the company has launched a voice virtual assistant, a tool that promises to transform the interaction with its nearly 70 million customers. This new system employs advanced technologies, such as Amazon Lex and other AWS services, and was announced in an article about its recent innovations.
The virtual assistant will allow Principal to automate the processes of creation, testing, and deployment, using a continuous integration and delivery (CI/CD) approach through GitHub. Thanks to this implementation, the time required to bring new functionalities to market has been reduced by 50%. This advancement not only optimizes development speed but also improves quality assurance, as automated tests ensure the correct functioning of the assistant.
The adoption of this technology not only translates into operational improvement but also reflects Principal’s commitment to the financial well-being of its clients and communities. With a focus on self-service and a clear structure for calls, the company aims to provide more effective and personalized assistance.
Additionally, Principal’s engineering team has emphasized the importance of eliminating manual configurations and facilitating collaboration through a structured version control system. This allows multiple developers to work simultaneously, significantly accelerating development cycles.
The virtual assistant also enhances customer service by providing quick responses to inquiries and ensuring that customers are directed to the appropriate support. This implementation is part of a broader strategy by Principal to adapt to the changing needs of the market and its customers.
This advancement in artificial intelligence and automation not only optimizes the company’s internal processes but also establishes Principal as a leader in innovation within the financial sector.
Source: MiMub in Spanish
