Case Study: Leading Communication Service Provider achieves tailored, high-performance AI chatbot for enterprise support with Altoros

Customizing an Artificial Intelligence Chatbot

A leading provider of communication and conferencing, identity and access, and customer engagement solutions—a top‑10 public SaaS company headquartered in Boston—engaged Altoros to customize its 24/7 artificial intelligence chatbot for diverse enterprise clients. The customer needed business‑specific workflow customizations and performance improvements while meeting strict security requirements (enterprises must fully control credentials), overcoming Internet Explorer’s WebSocket limits, and achieving code uniformity for easier maintenance.

Altoros implemented an AWS‑based solution using API Gateway to give enterprises control over authorization, adjusted WebSocket handling for cross‑browser compatibility, built a custom command‑line interface for code uniformity, and tuned Lambda functions and the search algorithm for speed. The work produced ServiceNow integration, multi‑chatbot pages for distinct workflows, and sub‑3‑second search results, enabling the customer’s enterprise clients to deliver reliable, tailored 24/7 support and simplifying ongoing customization delivery.