Insights - Case study

Sonata Software developed a generative AI-powered engineer assist bot for a European telecom service provider to revolutionize their support documentation search process. The solution enables support engineers to find relevant solution documents using natural language queries, seamlessly integrating with existing document repositories. This intelligent search capability delivered 20% faster access to resolution documents and 15% time savings for engineers while significantly reducing customer wait times.

Sonata delivered a generative AI-powered agent assist solution that transformed the client's customer inquiry response process. By implementing natural language processing (NLP) with context filtering and retrieval-augmented generation (RAG) technology, the solution reduced average handling time by 50-60% while automatically handling 20-25% of customer inquiries, eliminating the need for resource scaling during peak seasons.

Bluestem Brands, Inc., headquartered in Eden Prairie, MN, is a coming together of Fingerhut—a renowned fintech company with years of experience providing diverse payment options backed by data modeling and analytics - and Orchard Brands, which delivers lifestyle apparel through a diverse portfolio of direct-to-consumer fashion brands.

Sonata Software successfully migrated Western Union's legacy systems to AWS cloud infrastructure, saving $20M+ in annual cost savings, real-time customer communication capabilities and scalable microservices architecture that enables rapid application development without complexity concerns.

Sonata helped Western Union with a next-generation pricing system built on AWS, enabling personalized financial services, real-time pricing optimization and a significantly improved digital footprint. The transformation allowed Western Union to reach underserved communities and deliver adaptive pricing strategies aligned with evolving customer needs.