{"id":6880,"date":"2025-01-24T17:18:28","date_gmt":"2025-01-24T17:18:28","guid":{"rendered":"https:\/\/rax-stg-wp-aws.com\/blogs\/convera-reimagines-its-customer-service-with-ai\/"},"modified":"2026-11-03T19:27:16","modified_gmt":"2026-11-03T19:27:16","slug":"convera-reimagines-its-customer-service-with-ai","status":"publish","type":"blogs","link":"https:\/\/www.rackspace.com\/en-gb\/blogs\/convera-reimagines-its-customer-service-with-ai\/","title":{"rendered":"Convera Reimagines its Customer Service with AI"},"content":{"rendered":"<p class=\"paragraph\"><a href=\"https:\/\/www.rackspace.com\/case-studies\/convera\">Convera<\/a>, a global FinTech leader, was facing a major IT challenge \u2014 transforming its customer support for its 26,000 clients across 200 countries. Its approach was to reimagine its IT operation. Its technology solution was generative AI.<\/p>\n<p class=\"paragraph\">Facing a major migration to Amazon Web Services (AWS), the company partnered with Rackspace Technology\u00ae to achieve its vision. Reaching its ambitious IT operation goal began with a redesign of its email support services, which spanned a complex 130 mailboxes and multiple workflows.<\/p>\n<p class=\"paragraph\">At AWS re:Invent 2024, two Rackspace Technology\u00ae leaders \u2014 Travis Runty, CTO of Public Cloud, and Vikram Reddy Kosanam, Sr. Director of Data, Analytics &amp; ML \u2014 joined Sudipto Das, Convera\u2019s VP of Engineering, to share how the project delivered transformative results using generative AI. Together, they highlighted how Convera streamlined processes, automated workflows, and improved customer experiences.<\/p>\n<h3><strong>Convera launches its IT reimagination journey<\/strong><\/h3>\n<p class=\"MsoNormal\">\u201cWe called the redesign of our IT operations the \u2018reimagination journey,\u2019\u201d explained Das. \u201cOur entire journey is more than just upgrading our technology. It&#8217;s about rethinking how we do our business, including looking at what our business processes are currently and reimagining them in ways that better serve our customers and help our company prepare for the future.\u201d<\/p>\n<p class=\"paragraph\">The FinTech company started its IT redesign by focusing on email support services, which spanned 130 mailboxes. Its reimagination project included streamlining email communications into a workflow-based case management system.<\/p>\n<p class=\"paragraph\">Convera\u2019s goals for the project:<\/p>\n<ul>\n<li>Fewer mailboxes<\/li>\n<li>Automated email action summarization<\/li>\n<li>Automated email case classification including PII data redaction<\/li>\n<li>Automated email case management ticket creation<\/li>\n<\/ul>\n<p class=\"paragraph\">Results delivered by the end of the project:<\/p>\n<ul>\n<li>100% automated case creation using metadata<\/li>\n<li>95% reduction in mailboxes from 130 to just three<\/li>\n<li>82% accuracy in email classification by case type and subtype (after redacting PII data) and summarization for next actions<\/li>\n<\/ul>\n<h3><strong>Leveraging the power of generative AI<\/strong><\/h3>\n<p class=\"paragraph\">Das gives credit to generative AI, AWS and its Rackspace partnership for its success. \u201cChoosing the right technology was the biggest decision we had to make,\u201d said Das. \u201cGenerative AI was the only solution that could deliver what we needed, including handling thousands of emails from different countries, regions, languages, customer types and case types.\u201d<\/p>\n<p class=\"paragraph\">Convera was able to leverage the deep experience of Foundry for AI by Rackspace (FAIR\u2122) and launch its AI project quickly. \u201cWe chose both AWS and Rackspace for similar reasons,\u201d said Das. \u201cIt\u2019s about the speed of execution.<\/p>\n<p class=\"paragraph\">\u201cFor technology support, we needed a partner who could quickly create a proof of concept, prove the value of the project and take it to the next stage. The Rackspace team brought excellent AI experience, and they worked well with our internal engineers to execute the project and help us achieve our goals.\u201d &nbsp;<\/p>\n<p class=\"paragraph\">Hear more about how the team achieved the successful implementation of an AI-driven solution that delivered stellar results in our on-demand presentation \u2014 including details of the technology execution, lessons learned and Convera\u2019s future AI reimagination plans.<\/p>\n<p class=\"paragraph\"><strong><a href=\"https:\/\/www.rackspace.com\/data\/ai-machine-learning\">Learn more about Rackspace AI Solutions&nbsp;\u2192<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Two Rackspace leaders and the VP of Engineering at Convera presented their successful AI case study at AWS re:Invent. Read the highlights<\/p>\n","protected":false},"author":2,"featured_media":6883,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","format":"standard","meta":{"content-type":"","nid":"28086","content_type":"blog","created_by":"10130","authored_on":"2026-01-04T17:18:28+00:00","field_article_industries":"Financial Services\/BFSI","tag_category":"AI Insights","field_blog_author_text":"By the Rackspace Technology team","seo_description":"Two Rackspace Technology leaders and Convera\u2019s VP of Engineering discuss the FinTech company\u2019s successful AI implementation at AWS re:Invent.","field_featured_image":"\/wp-content\/uploads\/2026\/blog_article_images\/28086-field_featured_image-FAIR-Insights-Post-Image_2.png","insights_image":"\/wp-content\/uploads\/2026\/blog_article_images\/28086-insights_image-FAIR-Insights-Post-Image_1.png","field_partners":"Amazon Web Services (AWS)","rxt_platforms":"","product":"","publisheddate":"2025-01-24T17:18:28","rxt_solutions":"","opengraph_tag":"\/wp-content\/uploads\/2026\/blog_article_images\/28086-opengraph_tag-FAIR-Insights-OpenGraph_0.png","x_tag":"\/wp-content\/uploads\/2026\/blog_article_images\/28086-x_tag-FAIR-Insights-X-Card_0.png","teaser_flag":"Blog","seo_titile":"Generative AI Reinvention in Convera Customer Support | Rackspace Technology","field_topics":"AI, Public Cloud","field_slug":"convera-reimagines-customer-service-ai","footnotes":""},"categories":[178],"tags":[179,181,184,185,183],"class_list":["post-6880","blogs","type-blogs","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-ai","tag-ai-insights","tag-amazon-web-services-aws","tag-financial-services-bfsi","tag-public-cloud"],"_links":{"self":[{"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/blogs\/6880","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/blogs"}],"about":[{"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/types\/blogs"}],"author":[{"embeddable":true,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/comments?post=6880"}],"version-history":[{"count":1,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/blogs\/6880\/revisions"}],"predecessor-version":[{"id":6881,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/blogs\/6880\/revisions\/6881"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/media\/6883"}],"wp:attachment":[{"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/media?parent=6880"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/categories?post=6880"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.rackspace.com\/en-gb\/wp-json\/wp\/v2\/tags?post=6880"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}