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Software Development Firm
Amazon Bedrock, AWS Lambda, Amazon Aurora PostgreSQL
AI-powered incident resolution for efficient and secure operations
The client is a software company that transforms customers’ field operations and services using digital technologies such as cloud computing, enterprise mobility, data analytics and insights, and IoT integration. Its advanced digital initiatives benefit businesses across various industries, including IT and Telecom, Healthcare, FMCG and Retail, Banking and Insurance, Consumer Durables, Real Estate (Smart Cities), and E-Commerce.
Reduction in Manual Effort
Accuracy in AI-Generated Outputs
Seamless handling of large volumes
The customer needed a scalable AI-driven solution to automate incident summarization and resolution from large volumes of historical ticket data. The key challenges included ensuring real-time accuracy, seamless integration with the existing ticketing platform, maintaining a secure and efficient knowledge base, and adhering to data protection and compliance standards.
• Built a serverless AI solution using AWS Lambda and Amazon API Gateway for incident summarization.
• Retrieved vectors from Amazon RDS Aurora and used Bedrock (Claude V3 Haiku) to generate responses.
• Created embeddings with Amazon Bedrock Cohere for accurate vector searches.
• Enhanced accuracy with custom prompts and contextual metadata.
• Stored and synced knowledge documents via Amazon S3 and Amazon Bedrock Sync.
• Ensured secure integration using AWS IAM roles with least-privilege access.
• Key AWS services, AWS Lambda, Amazon API Gateway, Amazon Bedrock, Amazon RDS Aurora, Amazon S3, AWS IAM, Amazon CloudWatch, AWS CloudTrail.
Transformed incident resolution with an AI-powered AWS solution, delivering 90% reduction in manual effort and 80% accuracy, while ensuring compliance, scalability, and proven feasibility.
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