
FIS leverages Amazon OpenSearch Service with vector search to ingest and index 15,000 tickets daily from multiple third-party systems, enabling near-real-time visualization and achieving 30% faster ticket resolution across 250 teams.


<div><p>This article describes how FIS used Amazon OpenSearch Service to build a near-real-time ticket ingestion and search solution for faster issue resolution.</p><ul><li>FIS integrated ticket data from 15+ third-party systems handling 15,000 tickets daily</li><li>Solution uses GitHub webhooks, Lambda, Kinesis, S3, and OpenSearch Service for data pipeline</li><li>KNN vector search enables duplicate detection and trend analysis for ticket resolution</li><li>Architecture scales securely to support 250+ development teams without infrastructure changes</li><li>Achieved 30% reduction in ticket resolution time through near-real-time visibility</li><li>Step-by-step implementation guide provided with testing and security best practices</li></ul><p>FIS successfully overcame fragmented ticket management challenges by implementing a scalable, serverless architecture that provides unified ticket visibility and accelerates issue resolution across their enterprise.</p></div>


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