Description
Discover how Novacomp drove the digital transformation of a major airline through the development and implementation of a cognitive agent ecosystem based on Generative Artificial Intelligence. Utilizing an innovative approach, this solution centralized corporate knowledge, automated passenger customer service, and optimized operational capabilities for employees, delivering faster, more accurate, and contextualized responses in a highly demanding industry.What will you discover in this document?
By reading this success story, you will learn about:- The challenge of customer service and knowledge management in aviation: The need to reduce information search times for call center agents, centralize corporate documentation, and scale passenger service through accurate, consistent, and low-latency responses without increasing the operational workload.
- The technological solution and core agents: The deployment of an ecosystem composed of Amaia Employees (internal assistance with evidence viewer), Aerobot (omnichannel support on WhatsApp with human escalation), Lupita (personalized eCommerce recommendations), and the cross-functional Knowledge Base Governance module.
- Multi-tier architecture and cutting-edge AI stack: The development of a scalable infrastructure on AWS (EKS, Bedrock, OpenSearch, DynamoDB) implementing RAG architectures, frameworks like LangChain/LangGraph, asynchronous backend with Python/FastAPI, interfaces in React/Angular, and advanced security and integration schemes.
- Operational impact and results: How the organization successfully consolidated a scalable platform that optimized access to information, increased customer service consistency, and laid the foundation for the continuous evolution of new Generative AI use cases.