ACCOM Business Process and AI Consulting

Description

Taniwa Soluciones carried out a thorough diagnosis of ACCOM’s end-to-end processes, analyzing the full journey from lead capture to conversion and final follow-up. ACCOM operates as a digital marketing agency with a data-intensive business model, where a major share of its activity is focused on end-to-end customer lifecycle management.

The analysis identified bottlenecks and repetitive manual tasks that, despite an advanced Google Cloud infrastructure, were still limiting scalability and operational efficiency. Based on this diagnosis, the consulting work defined an Agentic Intelligent Automation strategy aimed at evolving ACCOM’s operating model toward more autonomous, adaptive, and connected decision-making.

The proposed architecture uses technologies such as Vertex AI Agent Builder and BigQuery to orchestrate an ecosystem of agents able to reason, plan, and execute complex marketing strategies independently. The core objective is to integrate marketing and sales systems to enable hyper-personalization at scale and unified real-time channel management.

As a specific use case, a RAG chatbot was designed to support sales agents handling Adeslas insurance products. This system works as an internal sales copilot: it does not interact with the end customer, but instead assists the seller in real time during calls by giving instant access to a knowledge base that combines health, accident, funeral, and pet insurance manuals together with sales techniques and legal reference criteria.

From a technical perspective, the solution applies Retrieval-Augmented Generation (RAG) to index documents while enforcing a normative hierarchy in which General Terms and Conditions take precedence over other files, minimizing legal risk. The chatbot is orchestrated through intents and master prompts that let it adapt answers to each query context, from objection-handling scripts to technical insurability checks based on customer age or profile. With this implementation, ACCOM aims to improve conversion, employee satisfaction, offer personalization, and regulatory compliance in every sales interaction.

Value provided by Taniwa

Taniwa:

• Performed the end-to-end process diagnosis to uncover bottlenecks, friction points, and manual tasks with automation potential.
• Defined an agentic automation strategy aligned with ACCOM’s data and operations architecture.
• Designed the RAG sales copilot use case for real-time support to sales agents.
• Structured the system’s documentary, regulatory, and contextual logic to ensure accuracy, traceability, and compliance.

Technologies

• AI
• Vertex AI Agent Builder
• BigQuery
• RAG
• Google Cloud