Normalized claim
Staff efficiency increase: 30% increase
A 30% increase in staff efficiency
MacStadium uses Amazon Bedrock (with IBM Watsonx Assistant) to improve customer support and staff efficiency
Use case typeCustomer support automationUpdated Jun 13, 2026
MacStadium partnered with Innovative Solutions to build an AI assistant platform called Mac for customer support and service delivery. The solution combined IBM watsonx Assistant as the interface with Amazon Bedrock powering secure AI performance and access to large language models like Claude.
- Organization
- MacStadium
- Industry
- Tech & Comms
- Location
- United States
- Published
- February 2026
Reported outcomes
+30%
staff efficiency increaseProductivity & throughput
−25%customer support query reduction
Strategic outcomes
Customer experience & trustImproved customer experienceSpeed & agilityAccelerated service implementationEmployee experienceImproved staff efficiencyCustomer experience & trustReduced support questions
Catalog median for productivity & throughput deployments: +40% across 108 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Customer support query reduction: 25% decrease
A 25% reduction in customer support queries
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- MacStadium
- Provider
- AWS
- Maturity
- Unknown
- Linked source
- Innovative Solutions
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Customer Support Automation
- 2Conversational AI
- 3Knowledge Management
- Enhance customer experience and streamline service delivery.
- Increase customer satisfaction, accelerate service implementation, improve staff efficiency, and reduce support questions.
- Built an AI assistant platform with a watsonx Assistant chat interface.
- Integrated Amazon Bedrock for secure and consistent LLM-backed responses.
- Used AWS to host critical business data and support access to Anthropic Claude.
- 30% increase in staff efficiency.
- 25% reduction in customer support queries.
- Faster service implementation and improved customer experience.
Implementation partners1
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Case StudyPublished: Feb 27, 2026Publisher: Innovative SolutionsEvidence: PartnerConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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