Challenge

Before using Redis, Asurion faced critical customer service operations challenges. Using ElastiCache led to frequent system slowdowns and service interruptions, directly impacting customer satisfaction and agent productivity. Large AI datasets and machine learning models also complicated integrations with AI tools and third-party services, making it increasingly difficult for agents to handle simultaneous conversations.

Re-designing the customer experience

Asurion turned to Redis on AWS to reimagine its customer service infrastructure, using an event-driven message broker, a real-time caching mechanism for inventory updates, and a session manager. Redis’ flexible data structures and seamless integration capabilities helped Asurion optimize its infrastructure, reduce latencies, and enhance customer interactions.

Acting as a real-time data store, Redis supports fast, deterministic user data retrieval, so Asurion’s AI-driven models can perform more efficiently. Redis vector similarity search (VSS) also lets Asurion store and query vectorized data in real-time for faster customer service response times. These features helped Asurion’s AI assistant, built on Redis to answer user queries, achieve sub-10-millisecond response times.

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“By combining semantic routing and caching, we’ve saved time and money while boosting customer satisfaction. This partnership has not only enhanced our performance and scalability, but also solidified our position as a leader in customer service innovation.” 

Harsh Tomar

Data Scientist, Asurion

Seeing the results

Using Redis, Asurion improved customer service response times by more than 50%, thanks to faster AI-driven insights. Redis also helped Asurion reduce operational costs by routing 70% of user queries via more accurate and deterministic answer paths. Combining semantic routing and caching via Redis’ vector database saves 3-5 seconds per customer conversation, translating into significant time and cost savings and more effective predictive analytics, personalization, and automated responses.

Redis’ distributed architecture provides seamless scalability, allowing Asurion to handle millions of concurrent interactions without performance loss. This architecture continues to be crucial to Asurion’s rapid growth and needs for enhanced system reliability.

Conclusion

Building with Redis on AWS, Asurion transformed customer service capabilities, setting new benchmarks for industry excellence. Integrating with AI tools and third-party services helped Asurion maximize AI potential to drive improved engagement rates, cost savings, and customer satisfaction.