NewDay builds A Generative AI based Customer service Agent Assist with over 90% accuracy

NewDay successfully developed NewAssist, a generative AI-powered customer service agent assistance tool with over 90% accuracy, using AWS technologies. The key highlights of their journey include:

• Developed a Retrieval Augmented Generation (RAG) solution using Amazon Bedrock and serverless infrastructure
• Improved accuracy from 60% to over 90% through iterative experimentation
• Created a custom data parsing solution that increased accuracy by 20%
• Adapted the solution based on actual agent usage, including handling internal acronyms
• Reduced answer retrieval time from 90 seconds to just 4 seconds

The project demonstrates the potential of generative AI in customer service, highlighting the importance of data quality, user understanding, and iterative development.