What challenges did smart Europe GmbH face before AI implementation?

smart Europe faced exponential growth in customer support cases and extended resolution times due to rapid automotive innovations. Manual case handling caused bottlenecks, increased operational costs, and inconsistent service quality across agents. There was a need for scalable support automation to manage complexity and volume efficiently.

What was the impact of the AI solution?

Reduced case resolution times by 40% and increased first contact resolution by 20%. Handled over 10,000 cases with AI assistance since deployment. Projected 30% budget savings in 2025 due to operational efficiencies. Enabled scalable and intelligent customer support for complex automotive product portfolios.

Rank#334of 3,107

Source

smart Europe Revolutionizes Automotive Customer Support with Amazon Bedrock

Use case typeCustomer personalizationUpdated Jun 13, 2026

smart Europe GmbH transformed its automotive customer support with smart. AI Case Handler, a generative AI-powered tool that automates case tagging and provides AI-generated analysis and response suggestions. The solution uses a serverless architecture comprising Amazon Bedrock, AWS Lambda, Amazon SQS, and AWS Step Functions to handle high volumes of support cases efficiently. Two AI-driven workflows were implemented: Intelligent Case Tagger for real-time case classification and Case Insights Generator for dynamic AI-generated support insights. This architecture improved support agent efficiency and service quality, achieving significant reductions in case resolution times and increased first contact resolution rates.

Organization: smart Europe GmbH
Industry: Automotive
Location: Germany
Published: December 2025

Reported outcomes

−40%

timeTime & speed

−20%time−30%cost

Strategic outcomes

New product / capabilityLaunched AI-powered case handling toolSpeed & agilityEnabled scalable support automationCustomer experience & trustImproved service quality and responsivenessCost efficiencyReduced operational costs through automation

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 2 of 2

1Generative AI for Customer Support
2AI-Powered Workflow Automation

smart Europe faced exponential growth in customer support cases and extended resolution times due to rapid automotive innovations.
Manual case handling caused bottlenecks, increased operational costs, and inconsistent service quality across agents.
There was a need for scalable support automation to manage complexity and volume efficiently.

Developed smart.AI Case Handler using Amazon Bedrock GenAI models integrated via AWS Lambda and Step Functions.
Implemented event-driven workflows with Amazon SQS for buffering and concurrency control to prevent API throttling.
Enabled proactive background processing to cache AI-generated insights, minimizing agent wait times.
Integrated with Salesforce CRM to provide real-time AI summaries and response suggestions to support agents.

Technologies

Amazon Bedrock AWS Lambda Amazon SQS AWS Step Functions Salesforce CRM

Reduced case resolution times by 40% and increased first contact resolution by 20%.
Handled over 10,000 cases with AI assistance since deployment.
Projected 30% budget savings in 2025 due to operational efficiencies.
Enabled scalable and intelligent customer support for complex automotive product portfolios.

Architecture

Serverless architecture with AWS Lambda, Amazon SQS, AWS Step Functions orchestrating GenAI workflows using Amazon Bedrock endpoints. Real-time event-driven case tagging and AI insight generation integrated with Salesforce CRM.

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Customer evidence