Minerva CQ Delivers Better Outcomes for Customers Using AWS and NVIDIA

Founded in 2021, Minerva CQ is a cloud-born startup that, using its CQ platform, helps contact center and field service teams in the energy, healthcare, telecommunications, and electric vehicle–charging industries reduce costs, improve customer experiences, streamline their processes, and onboard new employees faster.

Minerva CQ uses dynamic workflows that are further enhanced with dialogue suggestions, behavioral cues, and knowledge surfacing to provide workers with the guidance that they need to resolve complex issues. “Our solution is unique in that it continuously adapts—at each conversational turn between customer and agent—to drive the customer interaction forward with the most effective and efficient resolution,” says Cosimo Spera, founder and CEO at Minerva CQ. “As a startup in the CQ space, we needed an accurate, real-time transcription capability and a steady and scalable infrastructure.”

To support human-AI collaboration, Minerva CQ requires significant computational power and the ability to scale as its business grows. Recognizing this, the company chose AWS to power its solution. AWS services not only provided the NVIDIA-powered compute capacity that Minerva CQ required but also offered scalability and simplicity.

Minerva CQ launched its beta program in October 2021, just months after first adopting AWS services, and went live with its first client by March 2022. “The AWS environment was simple to work with, as all of these elements came together in a fluid manner to help support our business and expansion,” says Spera. The startup appreciated the intuitive nature of AWS, which made it simple to set up and deploy its CQ solution without complications or steep learning curves.

To address the demanding computational needs of its unique AI-driven solution, Minerva CQ opted for a stack of AWS services. In particular, it adopted Amazon Elastic Compute Cloud (Amazon EC2) P4d Instances powered by NVIDIA A100 Tensor Core GPUs. Amazon EC2 P4d Instances deliver industry-leading high throughput and low-latency networking, making them ideal for machine learning training and high-performance computing applications in the cloud.

With Amazon EC2 instances powered by NVIDIA GPUs, Minerva CQ gained the compute power necessary to run its intricate AI solution. Minerva CQ also runs NVIDIA Riva—a precise, multilingual speech-recognition solution—on these instances, empowering developers to build and deploy fully customizable speech-AI applications. By using a combination of AWS and NVIDIA technologies, Minerva CQ facilitates accurate, real-time communication between agents and AI.

Minerva CQ’s user-friendly design and robust AI capabilities mean that contact center agents and field service support staff can access the information that they need to resolve customer queries at a faster pace. The platform can stream, process, and transcribe conversations—all in less than 300 ms. Agents using Minerva CQ have experienced greater feelings of empowerment and confidence. With a better workplace experience, these agents are much more efficient. In the United States and Spain, contact centers that use Minerva CQ’s solution have reduced their average call handling time by 20–40 percent.

By adopting scalable AWS and NVIDIA services, Minerva CQ can provide uninterrupted, high-quality service in diverse locations. “We have global clients with panregional needs,” says Spera. “Having the ability to turn on Amazon EC2 P4d Instances in different regions helps tremendously. It gives our clients the degree of comfort, risk mitigation, and scale that meets their needs.”