ABOUT THE COMPANY
Ashcroft is a well-established financial services and customer-support–driven organization, serving thousands of clients across lending, repayment, and customer assistance programs.
With a strong reputation for reliability and customer care, Ashcroft handles a high volume of daily inquiries—ranging from loan status updates to document requirements and repayment guidance.
As customer expectations shifted toward instant, 24/7 support, Ashcroft needed a modern, automated system to streamline communication and reduce dependency on human agents.
THE CHALLENGE
Ashcroft encountered several operational obstacles as customer demand increased:
Heavy load on call center agents, leading to long wait times
Repetitive inquiries consuming valuable staff hours
No automated system to handle after-hours communication
Inconsistent message handling, depending on agent availability
Difficulty scaling support operations during peak seasons
Higher operational costs due to manual customer engagement
Ashcroft needed a smart, conversational AI chatbot capable of answering queries instantly, reducing manual workload, and improving customer satisfaction across all digital channels.
THE RSNA CLOUD CONNECT APPROACH
RSNA Cloud Connect partnered with Ashcroft to design a custom AI chatbot built on AWS and integrated directly with their existing support systems.
Our strategic approach included:
1. User Journey & Intent Mapping
We analyzed thousands of customer queries to understand the top request categories—loan status, repayment info, account login issues, document requirements, and more.
2. Chatbot Architecture Design
The solution leveraged Amazon Lex, Lambda, API Gateway, DynamoDB, and CloudWatch to create an intelligent, automated conversational workflow.
3. Tailored Conversation Flows
We designed domain-specific responses, intent recognition, and fallbacks to ensure the chatbot could act like a real support partner.
4. Seamless Multi-Channel Integration
The chatbot was integrated across Ashcroft’s:
- Website
- Customer portal
- Mobile application
- Internal agent dashboard (for escalations)
5. Security & Compliance First
All interactions followed financial-data standards, encrypted communication, and strict authentication controls.
THE SOLUTION
RSNA Cloud Connect delivered a fully automated, intelligent AI Chatbot for Ashcroft, capable of handling thousands of customer inquiries daily.
Core Technologies Utilized
Amazon Lex – Natural language understanding for chatbot interactions
AWS Lambda – Business logic and real-time data fetching
Amazon DynamoDB – Storing session data, FAQs, and logs
Amazon API Gateway – Secure integration with Ashcroft’s internal systems
Amazon CloudWatch – Operational insights and conversation analytics
Amazon Cognito – Authentication for secure customer data access
Key Features Developed
- 24/7 automated customer support
- Instant responses to loan inquiries
- Account and repayment information retrieval
- Document requirement guidance
- Live-agent escalation when necessary
- Multilingual support (optional)
- User authentication for personalized responses
- Analytics dashboard for insights and intent tracking
Results & Business Impact
After deployment, Ashcroft experienced measurable improvements:
60% reduction in call center workload
Instant responses for 80% of incoming inquiries
Improved customer satisfaction scores
Faster resolution times for standard requests
Lower support team operating costs
Consistent communication across channels
Better insights through chat analytics
LOOKING AHEAD
Ashcroft is now exploring additional enhancements with RSNA Cloud Connect, including:
Integration with back-office systems for end-to-end automation
Adding voice support using Amazon Connect
Expanding the chatbot to handle loan applications, reminders, and payment arrangements
Connecting AI chatbot data to CRM systems for better personalization
Introducing predictive analytics for proactive support
RSNA Cloud Connect remains committed to helping Ashcroft scale its digital support, automate workflows, and deliver exceptional customer experiences using AWS-powered AI solutions.