Technology Use
- AWS Bedrock / LLM-based text understanding
- Cognito for authentication & role-based access
- Lambda/SNS/SQS for workflow automation
- Integration with Jira, ServiceNow, or Freshdesk
Problem Statement
Support teams receive numerous emails and tickets, requiring manual reading, classification, validation, and assignment. This leads to slower resolution time, misrouting of tickets, and higher operational workload.
Benefits
Faster ticket classification and auto-routing
Reduces manual effort in understanding customer issues
Ensures only authorized agents take the right action
Improves response quality and reduces SLA breaches
Auto-generated responses for common issues
How It Works
- Client sends support email → System converts it into a ticket automatically.
- GenAI analyzes the ticket to understand intent, urgency, category, and required skills.
- System validates request using user/agent authorization policies.
- Ticket is assigned to the correct support agent.
- Agent performs actions and responds using AI-assisted reply suggestions.
- User receives final response and ticket closure updates.