AI-Driven Customer Support Transformation for a Leading Engineered Surfaces Company
Case Study

Overview

The client is a global leader in engineered surfaces. Despite their best efforts, They faced challenges in customer support, spending over 50% of their capacity. This resulted in long wait times for customers.

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Client Background & Challenges

This POC project aims to develop a robust and scalable solution based on advanced AI and GenAI capabilities. The chatbot was expected to:

  • Streamline customer interactions
  • Handle queries directly
  • Reduce wait time
  • Improve customer satisfaction

Our Approach

Solution

Create an AWS Lambda function to handle the chatbot's backend logic and integrate it with AWS Lex for natural language understanding and dialogue management.

Technology

The serverless GenAI capability of AWS Bedrock is combined with the leading LLMs – Claude Anthropic and Titan Text Premiere.

Performance

Saved over 250 person-hours of overall team bandwidth by addressing 50% of the 1,500 monthly calls through a self-service mode.