The SEN needed to implement a registration system to collect the data of those who requested assistance. The first major challenge was the urgency with which the plan had to be implemented, given the rapid spread of the pandemic and the restrictions on social mobility in this context.
The second challenge was the enormous amount of expected interactions. An operation with the capacity to handle and record a large volume of requests was required, quickly and efficiently.
To quickly resolve the operational service requirement, Inconcert created a contact center to process interactions through WhatsApp using its omnichannel technology. This was attended by a team of operators and by a Chatbot with artificial intelligence. The Chatbot made it possible to automate registration processes, capturing applicants' data and documents. In less than 48 hours, more than 500,000 requests from different users were processed through this channel.
The high demand exceeded the limits of interactions enabled by WhatsApp, so a complementary solution had to be sought. To this end, in less than 12 hours, Inconcert developed a customized application to automate telephone service through an interactive voice response (IVR) system.
Using the IVR, the data was captured directly in the calls. The system was enhanced with Inspeech to transcribe, analyze and process oral information provided by applicants in an agile way.
Inconcert's technology and rapid implementation capacity allowed us to deploy with Ñangareko an unprecedented emergency food aid plan. This plan met the needs of the most disadvantaged sectors at the beginning of the pandemic. - Hugo Rafael Cáceres Agüero, Minister Executive Secretary of the Management Unit and Head of the Social Cabinet of the Republic of Paraguay
