Millenium BPO optimizes performance and reduces response time by migrating its AI operation to Oracle Cloud with high-performance GPUs

Millenium BPO, renowned for its experience in the call center sector in Colombia, struggled with the speed and quality of its automated interactions. Despite having implemented artificial intelligence (AI) solutions previously with open-source tools, response times remained high, reaching up to six seconds. This, in addition to affecting the smoothness of conversations, also had an impact on user support services, which were fundamental aspects to stay competitive. For that matter, and by showing that the previous system did not provide the flexibility or the required upgrades to meet the ever-increasing expectations of the market, the company prioritized the search for a more modern solution that would allow to improve its response times and the quality of its interactions. In the face of this situation, Millenium BPO decided to adopt Oracle Cloud Infrastructure (OCI), along with NVIDIA GPUs. Through the implementation of these technologies, the company sought to reduce response times to just four seconds and streamline its interactions with users, while optimizing its operating costs to stay ahead of the curve in a highly competitive market.

Millenium BPO chose Oracle Cloud Infrastructure (OCI) for its ability to optimize the productivity of its virtual assistant by using NVIDIA's next-generation GPUs, such as H100. OCI stood out among other options in the market for the immediate availability of advanced computing resources —a critical differentiating factor in an environment where implementation speed is critical. Oracle's team's technical expertise was also determining, since it facilitated the design of a tailored solution from an initial test stage to more complex scenarios. This infrastructure, in addition to reducing response times, would also allow Millenium BPO to improve the quality of interactions, which were to key pillars to strengthen end user experience.

The implementation of Oracle Cloud Infrastructure (OCI), along with NVIDIA's next-generation GPUs, enabled Millenium BPO to optimize the performance of its virtual assistant, reducing its response times from six to four seconds. This improvement in speed directly impacted the quality of interactions, achieving more fluid and natural conversations that managed to simulate human communication more accurately. The solution allowed the company to lower its administrative costs by 10% and reduce staff absenteeism by 5%, improving resource allocation and boosting its operational efficiency. These good results undoubtedly evidenced the tangible value of adopting a robust technological infrastructure specialized in artificial intelligence within the contact center industry. During the implementation process, technical support from Oracle team was fundamental in designing a tailor-made solution, which started with a demo developed within just two weeks and then upgraded to specialized testing with high-capacity GPUs. This agile and personalized approach allowed us to respond quickly to challenges such as call spikes, positioning Millenium BPO as a reference in the field of customer service and as an emerging player in the development of AI solutions for other contact centers.