Sold by: biia Group LLC
biiaScale™ is a four-layer agentic AI platform built natively on AWS that orchestrates customer experience across WhatsApp, RCS, social messaging and web chat, with no fixed hierarchy between channels. It runs autonomous customer resolution, a real-time agent copilot, predictive queue control and live ROI intelligence on the same conversational event.
Overview
biiaScale™ is the experience layer of biiaSuite™, an agent-capable AI platform designed to bridge the gap between global enterprise CCaaS providers, whose pricing and localization are beyond the reach of most mid-sized businesses in Latin America, and affordable customer service platforms that lack true agent-capable AI. biiaScale™ offers four coordinated experiences for a single event in real time: autonomous resolution for customers, assistance for agents, predictive control for supervisors, and strategic intelligence for managers.
Customers interact with a conversational assistant available on WhatsApp, RCS, social media, and web chat, with complete contextual continuity across channels and no fixed hierarchy: biiaScale™ decides which channel and format best suits each user at any given time. The assistant verifies identity through conversation, executes actions directly in backend systems, such as blocking cards or creating claims, and only escalates the case to a human agent when necessary. After each interaction, a Customer Satisfaction Survey (CSAT) and Net Promoter Score (NPS) are automatically sent. Agents work on a unified, multi-channel dashboard where the assistant drafts the complete response, and the agent approves or edits it with a single click.
Supervisors view a real-time queue map with risk indicators based on the SLA threshold. biiaScale™ predicts overload minutes before it occurs and recommends the specific reassignment needed. Managers gain access to a real-time ROI dashboard that calculates savings compared to 100% human support for the current month. biiaScale™ integrates natively with external and internal management platforms, recording conversational information directly in the contact record.
AWS Marketplace Product Relationship Disclosure: This solution integrates natively with and builds upon AWS infrastructure. biiaScale™ runs on AWS Lambda for serverless compute, Amazon DynamoDB for high-performance conversation state management, Amazon EventBridge for event-driven orchestration, and Amazon API Gateway for secure endpoint management, utilizing Amazon Bedrock as its core foundation for enterprise-grade generative AI orchestration, data residency, and compliance.
Highlights
- End-to-end agentic resolution: biiaScale™ verifies identity, executes actions and opens cases autonomously across WhatsApp, RCS, social messaging and web chat, with no human intervention until true escalation is needed.
- Real-time ROI dashboard: managers see cost savings versus 100% human support calculated live, with LATAM industry benchmarks no competitor currently offers.
- Predictive queue control: biiaScale™ forecasts SLA overflow minutes before it occurs and can execute agent reassignment automatically once approved.
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Support
Vendor support
biia Group LLC offers specialized support for every biiaScale™ implementation during discovery, design, development, deployment, and ongoing operation. Support covers platform configuration, conversational flow design, channel orchestration setup across WhatsApp, RCS, social messaging, and web chat, integration with internal and external systems, and troubleshooting for the customer, agent, supervisor, and manager modules.
Customers can contact the biia Group support team by email at support@biiagroup.com , through their assigned account contact during onboarding, or via the support channel configured for their account. Standard support hours are Monday through Friday, 8:00 a.m. to 6:00 p.m. Colombia time (UTC-5), with extended coverage available for enterprise contracts with defined SLA requirements.
Each new customer is assigned a technical point of contact during implementation to provide support during discovery, integration, and launch. Ongoing requests are categorized by severity, prioritizing critical production issues affecting active conversational channels for immediate response. Documentation, release notes, and best practice guides are shared directly with each account as part of the onboarding package.