AI-Powered Field Service Knowledge Platform: Revolutionizing Agent Efficiency and Customer Satisfaction

Our cooperation with a worldwide-known financial technology provider resulted in delivering a functional AI-powered field service knowledge platform. This one-of-a-kind platform brings significant business impact by reducing operational costs, increasing agility, and enabling data-driven decision-making. By automating critical processes and utilizing AI to provide real-time insights, Matoffo has assisted the company in enhancing productivity, scaling more effectively, and maintaining a competitive edge in a rapidly growing market.

Our client is a global financial technology provider aimed at delivering tailor-made digital wallet and spending management solutions. Serving various organizations, ranging from schools and educational institutions to government agencies, this all-in-one platform significantly simplifies the management, tracking, and disbursement procedures. More than that, the company automates purchasing, reimbursement, and payment processes. With such a secure and transparent system, institutions streamline financial operations, ensuring compliance with regulations and reducing administrative overhead.

Processing large volumes of bills and invoices that arrive in different formats, like documents and images, can be a challenging task. What is more, the manual approach to extracting, validating, and approving these invoices was both time-consuming and prone to human errors.

In order to handle various document formats, the client required different extraction methods. Ensuring each invoice aligned with company policies and regulations was also of paramount importance. As the business developed at a rapid pace, scaling the current manual process caused inefficiencies. This, in turn, led to a lack of automation.

With a vast selection of services tailored to data management, AI/ML, and scalable infrastructure, AWS is the perfect choice for building an AI-powered field service knowledge platform. By way of illustration, AWS Transfer for SFTP ensures secure and scalable file transfers directly into Amazon S3. Thanks to this service, ingesting unstructured data like emails, images, and documents turns into an easy and enjoyable process.

Additionally, AWS offers robust security features, such as encryption, access control, and compliance certifications. In this way, this technology is an excellent choice for ensuring sensitive clients’ data is protected. With AWS, Matoffo can integrate third-party solutions like Camunda while leveraging AWS-native services, providing the flexibility to build custom workflows and business logic adjusted to unique client’s needs.

Finding a reliable and trustworthy cloud development company is a real challenge. There are thousands of IT providers in the modern market, so this choice turns into a daunting task that requires a lot of time and effort. Luckily, the decision is easy when it comes to Matoffo. Adept at leveraging technology innovations like AI and ML, our skilled cloud engineers deliver solutions that rock. With a cloud development partner like Matoffo by your side, there is nothing to worry about. Our clients focus on growing their businesses while we professionally handle all technology-related tasks.

Leveraging advanced Large Language Models (LLMs) like Claude or GPT to assist agents in real-time, the Matoffo team implemented an AI-powered platform in several crucial steps.

To start with, let us take a look at the solution architecture:

1. Data Ingestion and Processing:
   • AWS Transfer for ingesting unstructured data (email, images, documents);
   • AWS DMS for replicating structured data from ERP, CRM, and databases;
   • S3 storage for the centralized data lake.
2. AI and Machine Learning:
   • AWS SageMaker for document classification and custom model training;
   • AWS Textract for data extraction from documents and images;
   • AWS Bedrock with Claude for LLM-based processing and decision-making.
3. Workflow and Decision-Making:
   • AWS Lambda and Step Functions for orchestrating bill/order processing workflows;
   • Camunda for business process management and workflow automation;
   • AWS Bedrock for AI-driven decision-making and automated approvals.
4. Data Management and Analytics:
   • AWS RDS for storing enterprise data and metadata;
   • AWS Glue for batch processing and ETL operations;
   • AWS SageMaker for semantic search index pipeline and metadata extraction.
5. User Interface and Communication:
   • React-based UI for the manual review portal;
   • AWS SES for email communications.

Speaking of the key platform’s features, our team implemented OCR and data extraction to efficiently drag data from bills and invoices, regardless of format. At the same time, we enabled the automatic recognition of critical entities such as vendor names, dates, amounts, and invoice numbers, as well as automated validation of extracted data against company policies and compliance rules. Besides, our engineers established the automated decision-making process (approve/reject) or flagged for manual review when the model is unsure, with clear reasons for the review. Finally, we integrated the platform with the existing ERP systems to ensure seamless data flow and approvals.

The development team included an ML consultant, Business analyst, MLOps/LLM engineer, and DevOps engineer. In general, it took us about 6 weeks to deliver a ready-to-use AWS solution.

All in all, it is all about business value. Hence, let us discover the key benefits the Matoffo solution delivered to the financial technology company:

• Time Efficiency

Our next-gen solutions ensured reduced manual processing time from 3 hours per invoice to 15 minutes per invoice, while automated extraction and validation now process up to 1000 invoices per hour, leading to a 4x improvement in speed.

• Cost Efficiency

With less human intervention, the operational costs can be significantly reduced (estimated annual savings of $150,000 in administrative overheads).

• 100% Compliance

Automated validation ensures 100% adherence to compliance rules, reducing the risk of fines and penalties. With early detection of non-compliance cases through flagging, error rates are reduced by 35%.

• Next-Gen Scalability

The platform is adapted to processing thousands of invoices daily without hiring additional staff. Thus, the client can seamlessly handle business growth without infrastructure changes.

• Enhanced Accuracy

By eliminating manual data processing, we significantly reduced human errors in data extraction and validation processes while ensuring improved consistency in applying compliance rules and policies.

Our client is excited about Matoffo’s innovative AI-powered platform built on AWS. Thanks to our experience utilizing cutting-edge technologies like AWS SageMaker, Textract, and Bedrock to streamline data processing and decision-making, we crafted a unique solution that meets and exceeds the client’s expectations. This exclusive AI-powered platform has not only reduced manual effort but also improved accuracy and speed across the board. Summing up, the client was genuinely impressed with the thought and precision that went into this implementation.