Arcus Answer - the future of AI-powered customer service? By Tim Lancaster, AWS practice director

Arcus Answer - the future of AI-powered customer service?

What if your service users could speak to Alexa (Amazon Echo) rather than an automated service- answering up to 40% of calls and reducing call costs from nearly £4 to less than £1. This is a service that’s all about achieving savings, gaining efficiencies, having happier staff as well as providing a better customer experience.

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AIKate WarboysEvents, AWS
Arcus becomes a consulting partner for the Amazon Connect service

Arcus Global are rather pleased to announce that, following a rigorous assurance process, we have become the first validated ‘go to’ consulting partner in EMEA for the Amazon Connect service.

Amazon Connect is the artificial intelligence (AI) based, automated service that powers the contact centre of the world's most customer centric company – Amazon.com. It is also the technology that we used for our successful project with the NHS Business Services Authority – which resolved 42% of calls to the European Health Insurance Card (EHIC) service.

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Our work with NHS BSA is covered in Computing Weekly

NHS Business Services Authority considering a 24-hour virtual contact centre after trial with AWS Lex.

Arcus Global was delighted to work with NHSBSA on a three-week proof of concept during the end of the 2017.  We are proud that set up took just two two weeks.

"We received just short of 11,000 calls, over the three weeks, [and] 4,300 calls were fully resolved by Lex. That is a 42 per cent success rate," said Darren Curry, Chief Digital Officer, speaking at  the AWS Public Sector Conference in London last week.

To read the full article, click here.  For more information about Arcus Answer then click here.


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Hollie's top tips for providing outstanding customer support

We know what we’re talking about when it it comes to providing excellent customer support.  Well we should as we recently won the coveted Best Cloud Support Provider in Computing Cloud Excellence awards.  

We thought we shouldn’t keep our expertise to ourselves and so we asked Hollie Armstrong, our Service Desk Manager to share her top tips for delivering first class customer service.  

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GDPR and what it means to the public sector in particular...

With four months to go, Peter Male, Business Development Lead, gives an overview and some advice on what GDPR means.  

Four months from now on the 25th May the General Data Protection Regulation, GDPR, will enter law. At that point we will see the biggest, and arguably most important, change to the way in which personal information is handled.

We will see more power given to the individual (the data subject in GDPR parlance) to control who has their information, what those third parties can use it for, remove consent for third parties to use their data and most importantly tell them (not ask!) to delete the data they hold - the ‘right to be forgotten’.

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Arcus Updates, AWSNic Williams
GDPR and What it Means to the Public Sector in Particular...

With four months to go, Peter Male, Business Development Lead, gives an overview and some advice on what GDPR means.  

Four months from now on the 25th May the General Data Protection Regulation, GDPR, will enter law. At that point we will see the biggest, and arguably most important, change to the way in which personal information is handled.

We will see more power given to the individual (the data subject in GDPR parlance) to control who has their information, what those third parties can use it for, remove consent for third parties to use their data and most importantly tell them (not ask!) to delete the data they hold - the ‘right to be forgotten’.

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Nic Williams
AWS- A testament to demand

Peter Male, Business Development Lead, writes a blog on AWS and their new Availability Zone.

AWS recently announced the arrival of their 50th Availability Zone (AZ – which is defined as a data centre or centres that have separate risk profiles to other AZ’s, which work together to form a region e.g. London).

What’s surprising is not that AWS has opened a new AZ, we’re more accustomed to them announcing whole new regions at this point, but where this new AZ is – London.

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AWSNic Williams
How Meltdown & Spectre underline the benefits of being on the Cloud

The Meltdown & Spectre CPU vulnerabilities will force all security-conscious organisations to patch their servers. This is something that has already been completed by AWS. While the speed of reaction to threats like these is a good reason to host your infrastructure on the Cloud, this issue also highlights another Cloud benefit which is that this change will result in a 5 - 30% reduction in server performance which can be easily fixed in a Cloud environment but is really hard to handle on premise.

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What do you bring to the party?

We’re quite an interesting mixture of backgrounds and cultures.  But diversity isn’t just about your background.  It’s more than that and it includes what life experiences we bring with us.    

Earlier this year, having a sense of the diverse background colleagues enjoyed, I sent around a email asking everyone what what the most interesting job they’d had.  It set off a series of brilliant responses and here’s a flavour of what we bring to the party.

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