ITGLOBAL.COM helped QIWI to scale the usage of AI in customer service

ITGLOBAL.COM team has scaled successful operations of AI-based chatbots in customer service and multiplied the number of served clients.

ITGLOBAL.COM specialists studied the solution performance at one server, then prepared the plan for migration and deployment in three Data Centers. The task was: to take the software from one VM and “splash” the more powerful version of this software into three Data Centers, each capable of containing about 20 VMs. ITGLOBAL.COM specialists have decided on necessary clusters to execute this task, then blueprinted the new architecture.

QIWI actively uses AI services at the 1st line of customer support. It allows efficient use of employees’ working hours and more clients served per time unit. After a pilot project with JUST AI company, QIWI was looking for a partner to scale the existing solution, to make it failsafe and to take it for round-the-clock support.

ITGLOBAL.COM specialists designed the software architecture with the feedback of Information Security Dept. in mind; deployed software setup as the highly available and failsafe service; arranged data migration; took the system for a non-stop support in the framework of Managed IT services.

About the company

QIWI Group was formed in 2007, QIWI wallet is its flagmanship product. The company is the leading provider of payment and financial services in CIS and Western Europe; it owns the integrated payment network providing mobile, online and offline payment channels. The company possesses the bank license. QIWI customers are offered an array of services, from utility payments to international money transfers. All services are designed to be easy in use and accessible in “just a couple of clicks”.

The Task

As QIWI has a great number of clients, the company uses Just AI technology of AI helpers in customer support. Statistics show that the significant number of users can solve their issues communicating with a robot. For the company this means substantial reduction of resources at the 1st line of customer support.

QIWI was desiring for a bigger number of users whom AI could help. To do this the solution needed to be distributed, so that it’ll be located in several Data Centers with a proper backup in case of troubles.

The Solution

ITGLOBAL.COM specialists studied the solution performance at one server, then prepared the plan for migration and deployment in three Data Centers. The task was: to take the software from one VM and “splash” the more powerful version of this software into three Data Centers, each capable of containing about 20 VMs. ITGLOBAL.COM specialists have decided on necessary clusters to execute this task, then blueprinted the new architecture.

On their side ITGLOBAL.COM specialists have completed the project and now are engaged in its support. They monitor the technical state and correct operations of servers and clusters. In case of any emerging issues company specialists deal with them in a timely manner.

The Outcome

For QIWI it was the first experience of using external resources to maintain functioning of its own services. Works are performed with minimal participation of QIWI specialists – allowing them to focus on their own tasks.

ITGLOBAL.COM Project team did not only take care of optimization and deployment of the new architecture; it also deep-dived into the matter of applications – to reach the estimated SLA and maximum availability of the service.

It worth mentioning that Managed IT format was different from the classical hourly paid outsource service – which the client was asking initially. During negotiations QIWI team agreed to try another format of the service, which came out as the complete satisfaction.