How smart Europe Revolutionized Automotive Customer Support with Amazon Bedrock

This article describes how smart Europe, an electric vehicle manufacturer, implemented smart.AI Case Handler using Amazon Bedrock to revolutionize automotive customer support.

• Faced exponential support case growth from frequent product launches and feature updates
• Extended resolution cycles and inconsistent service quality across support agents
• Built serverless solution using Bedrock, EventBridge, SQS, Lambda, and Step Functions
• Workflow 1: Intelligent Case Tagger automatically categorizes and prioritizes new cases
• Workflow 2: Case Insights Generator provides AI summaries, similar cases, and response suggestions
• Overcame challenges: long wait times, API throttling, and excessive update triggers
• Achieved 40% decrease in case resolution times and 20% increase in first contact resolution
• Processed over 10,000 cases with just four developers in three months

smart Europe's implementation demonstrates how GenAI automation can scale customer support while reducing costs and improving satisfaction in rapidly evolving industries.