The Challenge
Manual support ticket creation led to delays and inconsistencies in issue logging.
Poor prioritization of critical issues caused long resolution times.
Lack of real-time communication left customers uninformed about ticket progress.
Repetitive manual workflows consumed valuable support team resources.
The Solution
Used Amazon Lex to gather customer issue details through natural language.
Implemented AWS Lambda for real-time ticket creation and updates in Redmine.
Used Amazon Bedrock for urgency prediction with NLP to automate ticket prioritization.
Integrated Amazon SNS to send alerts for high-priority tickets to the support team.
Built a seamless voice-to-ticket workflow using Amazon Connect.
The Result
Reduced ticket prioritization time using AI-driven urgency assessment.
Improved operational efficiency by automating repetitive tasks.
Enhanced customer satisfaction through real-time status updates and faster issue resolution.
Enabled immediate attention to critical issues using smart notifications.
