Business Impacts
40%
Faster communication response time improves customer satisfaction and retention
15%
Higher CSAT scores strengthened loyalty through improved customer experiences
30%
Reduction in manual workloads enhanced team productivity
Customer Key Facts
- Country : Canada
- Industry : Software Development
Problem Context
Riva is a leading SaaS B2B integration platform. Delivering real-time, multi-platform interoperability in complex and highly regulated environments, the platform ensures seamless, accurate, and efficient data management.
In their pursuit of innovation, Riva faced a common challenge in enabling seamless and efficient data management in highly regulated industries. They sought an AI-powered solution that could enhance their Salesforce CRM workflows.
Challenges
- Enhanced Integration: Upgrading the existing Salesforce/email connector by proposing a “next best action” feature driven by generative AI.
- Seamless Synchronization: Building a seamless sync solution between Salesforce CRM and existing email systems.
- New Revenue Streams: Monetizing the auto-email generation feature with Riva’s subscription service.
- Scalable Personalization: Introducing advanced capabilities to support hyper-personalized, context-aware communication at scale.
Technologies Used
Amazon Bedrock
Amazon Simple Storage Service
Amazon RDS
AWS Lambda
AWS CloudFront
AWS Web Application Firewall
Amazon EKS
AWS Open Search
Solution
As part of an initial engagement, Quantiphi undertook a detailed assessment implementation to identify the key steps required to develop a Gen AI-powered auto-email generation system. During this assessment phase, we evaluated Riva's existing data sources and formats required for the proposed implementation and analyzed the existing process flows to identify gaps in achieving the desired outcome.
Following a successful assessment, we developed a Proof of Concept (PoC) to advance full deployment into production and built a custom Generative AI solution using Amazon Bedrock to:
- Provide tailored email recommendations based on the client’s CRM data, streamlining workflows
- Ensure secure data isolation for each customer through a multi-tenant architecture
- Establish a comprehensive logging, monitoring, and notification system
- Deploy the solution into Riva’s production environment using automated pipelines with AWS services like Terraform and CodePipeline, or other third-party automation tools
Results
- Delivered hyper-personalized, auto-generated email recommendations to strengthen client relationships.
- Maximized CRM data usage, aligning with Riva's business goals and driving substantial growth.
- Automated reminders to streamline communication and manage action items for end users.
This innovative AI-driven approach has revolutionized how Riva engages with clients, setting a benchmark for CRM optimization.
Testimonials By Riva Engine
"We're always looking for better ways to help our customers automate and accelerate their sellers’ workflows. Teaming up with Quantiphi and AWS allowed us to bring AI to our platform and find new ways to address these problems. With their technology and expertise, they were able to quickly assess our existing data flows and helped us to strategize the best way forward."
Richard Mao, Chief Architect, Riva Engine
"We’re excited about what this means for our customers. Based on our early estimates, email turnaround times could drop by 40%, and manual workloads by 30%. By leveraging AI and the AWS ecosystem, we’re transforming the way our clients operate and could achieve a 15% boost in customer satisfaction (CSAT)."
Victoria George, VP of Product, Riva Engine
