Modernizing and scaling support operations with generative AI on AWS

This article describes a comprehensive generative AI solution on AWS for modernizing support operations by automating knowledge capture, guiding ticket resolution, and enabling proactive workload management.

• Video-to-SOP tool converts training recordings into structured procedures using multimodal AI and Amazon Bedrock in minutes
• Ticket analyzer applies RAG and agentic workflows to provide contextual resolution guidance and automate operational tasks
• Value stream intelligence visualizes end-to-end workflows as interactive swim lanes to identify bottlenecks and inefficiencies
• ML-based SLA risk prediction identifies high-risk tickets before breaches occur using XGBoost models
• Workload management dashboards in Amazon QuickSight show capacity distribution and highlight analyst overload
• Embedded agentic experience delivers actionable recommendations with human-in-the-loop approval for compliance
• Production pilots achieved 4:1 ROI, improved SLA performance from 89.5% to 95%, and reduced inaccurate inputs from 45.3% to 10%

The solution integrates execution and analytics into a unified operational system that shifts support teams from reactive problem-solving to proactive, data-driven operations with continuous knowledge improvement.