About the customer
Industry:Telecom, Media & Communications
An established American telecom company in the wireless solutions and mobile phone products distribution space was facing potentially problematic operational challenges. Issues with managing the massive volumes of technical documentation, as well as the general speed of processes, were problems they wanted to tackle head on.
Cloud Kinetics collaborated with the business to develop GenAI-powered solutions, transforming how teams accessed critical information and delivering the efficiency boost the telecom firm needed.
Challenge
Slow information access holding back employee productivity
The manual documentation process and large volumes of technical paperwork were proving to be a roadblock to scalability and efficiency. Employees needed a much faster way to access information. Without this, both productivity and onboarding lagged behind business needs. Support teams required quicker information access during off-hours, in particular.
The team needed to address these three areas on priority:
- Find a way to manage the large amounts of technical documentation more efficiently
- Offer faster information retrieval
- Provide off-hours access to information to be quicker for support teams
Solution
RAG chatbot with AWS services revs up speed and precision
Cloud Kinetics implemented a RAG (retrieval augmented generation) chatbot leveraging AWS services.
This intelligent search and AI response system built on AWS used multiple services and components to deliver fast and accurate answers.
- S3 stores data, integrated with existing SharePoint
- Bedrock Titan Text Embedding to generate embeddings for efficient search
- OpenSearch indexes embeddings for rapid and precise searches
- Amazon Bedrock Claude Sonnet 3.5 used to generate natural language responses, enhancing user interactions
Success Metrics
Measurable impact across operations with 40% time savings, 30% faster response
The newly implemented chatbot helped the company significantly improve operations.
40% time savings:The average time taken for information retrieval reduced from 1+ hours to under 5 minutes.
30% faster onboarding: With the new knowledge assistant in place, the telecom company was able to slash training time and reduce reliance on senior staff.
30% faster customer support responses: Improved access to data helped support teams respond faster.
With Cloud Kinetics’ support, the US telecom company has transformed how its teams access critical information. This AI-powered solution delivered measurable impact for the business and has turned what began as an operational bottleneck into a competitive edge for the company.
