With millions of customers to serve, a major telecom provider needed to build a virtual customer support agent to scale their customer requests. The app had to provide 24/7 help to users across the United States, and store metadata about customer conversations. The telecom team built their first version of the app on Amazon Aurora, but when an Amazon Web Services connectivity issue took the entire service offline, they realized they needed a more resilient solution.
Here’s what they were looking for in a new database:
- Always-on availability, because a 24/7 virtual agent can’t have downtime, even in the event of a failure.
- Strong consistency, meaning the data should always be up to date, no matter what machine or data center handles a request
- Low latency reads, from anywhere in the US
They turned to CockroachDB for its strong resiliency, consistency, and low-latency reads. The end result is a multi-region deployment that can survive datacenter failures:
Head to the full case study for a graphic of the implementation pattern they’re using today, complete with how they’ve configured their cluster to ensure both local reads and ultimate survivability.
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