A customer-support copilot on Amazon Bedrock
How a telecom operator could help agents resolve billing and service questions faster with Bedrock Knowledge Bases, Agents and Guardrails.
The situation
A telecom operator’s contact-centre agents juggle billing systems, plan documentation and troubleshooting guides while customers wait. New agents take months to become productive, and answers vary between agents.
Our approach
Consolidate knowledge
Bring plan documentation, troubleshooting guides and policy updates into S3 with clear owners and metadata.
Build a knowledge base
Use Knowledge Bases for Amazon Bedrock to retrieve answers with citations, filtered by product and region.
Add account context
An agent on Bedrock calls read-only billing and network-status APIs to tailor answers to the customer.
Apply Guardrails
Block off-topic requests, redact payment data and prevent unapproved commitments to customers.
Assist, don’t replace
Suggested answers appear in the agent desktop; agents edit and send, and their feedback improves the system.
Typical technology
What success looks like
Metrics we would agree with you up front and track throughout:
- Average handling time
- First-contact resolution
- Time to proficiency for new agents
- Share of suggestions used without edits
- Customer satisfaction (CSAT)
This is an illustrative scenario showing how Inspired Infotech approaches this type of problem. It does not describe a specific client, and actual approach and outcomes depend on each organisation’s systems, data and goals.
Services behind this scenario
Amazon Bedrock Services
Generative AI and agents on Amazon Bedrock — RAG, guardrails and model choice inside your AWS account.
Learn moreGenerative AI
LLM-powered assistants, RAG search and content automation — secure, grounded and enterprise-ready.
Learn moreAWS Cloud Services
Migration, modernization, serverless, data and GenAI on Amazon Web Services.
Learn moreFacing a similar challenge?
Let’s talk about your situation and what a realistic plan looks like.