Customer support automation

Intermedia is a cloud communications company that helps over 135,000 businesses connect using voice, videoconferencing, chat, and more.Support engineers field 300 to 400 chats daily across 21 languages, which required thousands of staff hours a year to manually handle and review transcripts.The company chose OCI Generative AI to automatically summarize the transcripts of hundreds of chats a day in mere minutes.

IntermediaTech & Comms

Haleon built a fully automated, real-time consumer health support system for nutrition and health enquiries using Qwen, retrieval-augmented generation, proprietary knowledge graph recall, and Enterprise WeChat integration.The assistant personalizes answers, maintains professional and scientific rigor, and helps nutritionists serve 1,300+ consumers per nutritionist, about 6x the efficiency of traditional models.

HaleonHealthcare

Siemens Healthineers Ultrasound, a medical technology business headquartered in Germany and the United States, needed to streamline remote device management for its ultrasound fleet and reduce customer downtime.The team modernized its Kinectus Remote Service on AWS to securely connect devices, manage resources, and store data, and added Amazon Q Business to answer questions and summarize enterprise information for support staff and customers.The result was faster device onboarding, better remote troubleshooting, and immediate access to product information for users and support agents.

Siemens Healthineers UltrasoundHealthcare

Allvest Securities Private Limited is an India-based fintech platform for stocks, bonds, and mutual funds.The company migrated to a cloud-native architecture on Google Kubernetes Engine and used Gemini Enterprise Agent Platform with the Agent Development Kit to build an AI-powered chatbot and voice bot for KYC and balance-related queries.It also implemented a "Talk to Data" capability using BigQuery, used Spanner for its transactional ledger, and served users in seven Indian languages.

Allvest Securities Private LimitedFinance

Hong Leong Bank (HLB) built its AI ecosystem on Google Cloud to improve digital banking and employee experiences.The bank uses Document AI for trade operations to automatically extract and digitize relevant fields from high-volume trade documents in more than 200 languages.HLB also runs Gemini 2.5 Flash as a private instance on Vertex AI and uses Agent Development Kit-based agents for customer and internal workflows.

Hong Leong BankFinance

NFU Mutual is known for its local, personalized, high quality customer service. To support this at scale, it consolidated member data from disparate systems into a single, centralized source of truth.NFU Mutual uses Dynamics 365 and Copilot for Sales to record customer interactions and provide a 360-degree view of customers, helping staff serve members more efficiently.Copilot for Sales is embedded in Outlook and connected to the CRM, where it summarizes long email threads, highlights questions and action items, drafts responses for agent review, logs emails and meetings, and surfaces customer insights inside Dynamics 365.

NFU MutualInsurance

Intact Financial Corporation (Intact), the largest property and casualty insurer in Canada, built an automated Call Quality (CQ) suite to analyze customer service calls at scale.The solution transcribes recorded calls, extracts insights with additional machine learning models, and provides a dashboard and search tool for quality analysts.The system supports English and Canadian French, runs on a serverless AWS architecture, and is used to improve customer service, agent coaching, and operational efficiency.

Intact Financial CorporationInsurance

HappyFox, a SaaS customer support and help desk platform based in Irvine, California, improved the reliability and performance of its AI-powered support solutions by deploying Anthropic Claude 2.1 on Amazon Bedrock.The company used Amazon Bedrock to keep data hosted within AWS and to support generative AI features for customer support and internal agent assistance.

HappyFoxTech & Comms

Clearwater Analytics transformed investment management workflows by developing the Clearwater Intelligent Console (CWIC) suite, a generative AI-powered platform built using AWS Amazon Bedrock.The platform evolved from a simple chat interface into a sophisticated AI system that enables faster responses and reduces service tickets, contributing to a 20% business growth without increasing headcount.AWS provided the infrastructure, data foundations, and security to enable this AI transformation in financial services.

Clearwater AnalyticsFinance

BankUnited, a regional bank headquartered in Miami Lakes, Florida, implemented an AI application called SAVI utilizing Amazon Bedrock and Anthropic's Claude 2 model to improve the retrieval of policy and procedure information for employees.The challenge was that employees struggled to quickly find accurate information, resulting in lengthy call times and inconsistent responses to SMB customers.SAVI enables employees to ask questions naturally and receive reliable, near-instant answers with 95% accuracy and response times under 10 seconds using Amazon Bedrock and intelligent enterprise search.The solution reduced training time for staff, empowered employees to provide better advisory services to clients, and lowered call and email volumes on procedural questions.BankUnited shifted towards a 24/7 self-service model at reduced cost and plans to expand generative AI use to other business areas as part of their OpportunitiAI program.

BankUnitedFinance