Re:Adapt Data Science protects their customers’ data assets with help from The Scale Factory
Re:Adapt Data Science provides strategic intelligence through data and AI. Their data science and AI services are supported by tools and products such as FocusCX, their latest offering.
FocusCX is an AI-powered analytics platform that ingests high volumes of unstructured customer contact data, such as emails, web chat, support tickets, or call transcripts, and uses Generative AI and customised analytics tools to classify, summarise, and extract insights from those interactions. These insights can be used by business leaders to enable their organisations to detect trends, identify recurring issues, and monitor the customer experience over time.
Keeping Enterprise Data Safe
Re:Adapt’s customers are medium to large enterprises with high volumes of contact data, across a range of market sectors including hospitality, transport and financial services. Businesses of this size need confidence that their data will be adequately protected, and kept separate from that of other customers.
To address this concern, Re:Adapt needed to adopt a single tenancy model, storing and processing data from each customer in distinct AWS accounts. As an added benefit, this model will scale up as their customer base grows.
What Re:Adapt Data Science said...
The Scale Factory proved to be the ideal partner for this project
Their deep expertise in AWS cloud infrastructure was instrumental in both the design and implementation of a robust and scalable environment tailored to our specific needs.
The Scale Factory brings deep cloud expertise
“The Scale Factory proved to be the ideal partner for this project,” Jason Frank, Re:Adapt’s Managing Director, told us. “Their deep expertise in AWS cloud infrastructure was instrumental in both the design and implementation of a robust and scalable environment tailored to our specific needs”.
We worked with Re:Adapt’s team to design a Landing Zone solution tailored to the needs of their customers, and deployed with AWS Control Tower. This work ensures that customer data is secured in a way that’s compatible with the compliance standards they demand.
Our strong partnership with AWS was also beneficial, allowing us to access Proof of Concept funding from the cloud vendor, reducing the financial risk of exploring a new cloud solution.
“The collaborative approach The Scale Factory brought to our work together, and their clear communication meant that we were fully supported at every stage of the project, ensuring a smooth and successful delivery,” Frank said.
AWS and GenAI: a strong combination
AWS proved to be an ideal platform for Re:Adapt’s solution, due to comprehensive security and compliance services, and its scalability - as well as the advanced artificial intelligence and machine learning services increasingly becoming available. Customers appreciate that their data can remain in the UK, which is an option because of AWS’ wide geographic reach.
By provisioning per-customer accounts, client data is kept safe and secure. In future, it will be possible for customers to share data with Re:Adapt straight from their own databases and file systems, using cross-account resource sharing.
Re:Adapt find their ability to innovate with AI accelerated by AWS. By leveraging Amazon Bedrock, they’ve easily integrated powerful generative AI capabilities into their workflows, without the need to manage any of the underlying infrastructure. It allows them to experiment and deploy large language model (LLM) powered features rapidly, all within the environment where their customers’ data is stored. Bedrock’s flexible model choice means they can always ensure they’re using the right tool for the job. They’re looking forward to exploring the use of Nova, Amazon’s latest family of LLMs.
They’re using more traditional machine learning tools too: Amazon Comprehend provides Natural Language Processing capabilities that help with redaction of personally identifiable information.
The Results
Customers investing in the use of FocusCX can see a 400% return on investment, as they use the intelligence provided by AI to improve customer experience.
With a fully featured Landing Zone deployed, new FocusCX customers can be onboarded 80% faster than before, and with the peace of mind that all relevant security controls have been provisioned correctly.
