Builders Zone - Support helper: Intelligent search with Amazon Kendra

March 10, 2022

IT support teams are often overwhelmed and hit pretty hard with a lot of general guidance and L100 "how-to" genre questions from the customers which can be easily sourced from the documentation. In this demo, we explain with a key focus on enriching the customer experience, you can built a self-serve chatbot that will be able to offer general guidance on how-to questions and answer basic inquiries without requiring human engagement. This allow customers to get seamless support sooner, and not log support cases for L100 genre questions. This also frees up the bandwidth for the support teams and enable them to handle high priority cases which need a deeper understanding of implementation specifics and a deep-dive for the root cause. The Support Helper application is also built using Amazon Kendra, which helps customers to get their queries answered via Slack channel.

AWS Services: AWS Services: Amazon Kendra, AWS Lambda, Amazon API Gateway, and Amazon S3

Speakers
Bharath Sridharan, Senior Technical Account Manager, AISPL
Uma Vedula, Senior Technical Account Manager, AISPL
Gauri Bodkhe, Technical Account Manager, AISPL

Download slides and demo

 

 

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