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Title
i-Tom Solutions Scales Customer Support for Romanian SMBs with a Generative AI Assistant on Amazon Bedrock
Scaling support operations using generative AI on AWS with i-Tom Solutions Skip to main content Filter: All English Contact us AWS Marketplace Support My…
Description
Romanian SaaS invoicing provider i-Tom Solutions, which serves over 170,000 SMBs through its FGO platform, worked with AWS Partner Auvaria to build a retrieval-augmented generation support assistant on Amazon Bedrock, using AWS Lambda for document processing and Amazon OpenSearch Service for semantic search. After a 4-5 week proof of concept, the assistant went from POC to live production deployment in one week and now handles hundreds of customer inquiries per day, including out-of-hours queries, without expanding the human support team.
…services. Opportunity | Using AWS to scale customer support for i-Tom Solutions i-Tom Solutions provides a SaaS invoicing platform that is critical for over 170,000 small and medium businesses (SMBs) in Romania, handling essential automated accounting, regulatory compliance, and banking integration . As government-driven digital invoicing regulations accelerated platform adoptio…
Company
i-Tom Solutions
…d and accurate responses to scale its support operations. About i-Tom Solutions i-Tom Solutions, based in Romania, maintains several products in its home market, including invoicing platform FGO (Finance to Go). For over a decade, FGO has served SMBs with automated accounting, compliance, a…
Country
Romania
…d and accurate responses to scale its support operations. About i-Tom Solutions i-Tom Solutions, based in Romania, maintains several products in its home market, including invoicing platform FGO (Finance to Go). For over a decade, FGO has s…
Problem
As customer inquiries surged to 600 per day, i-Tom Solutions needed to maintain fast, accurate support for its FGO invoicing platform without expanding its human support team; prior attempts to build an intelligent virtual assistant had not yielded a production-ready platform.
…production deployment post-POC out-of-hours queries handled each week Overview As its customer inquiries surged to 600 per day, i-Tom Solutions needed to maintain fast, accurate support without expanding its human team. The SaaS invoicing provider saw an opportunity to transform its support with ge…
Solution
i-Tom Solutions worked with AWS solutions architects and AWS Partner Auvaria to build a retrieval-augmented generation agent on Amazon Bedrock that answers customer questions by drawing from the company's centralized knowledge base, using AWS Lambda for document processing and Amazon OpenSearch Service for semantic search, deploying the validated architecture to production using infrastructure-as-code templates after a 4-5 week proof of concept.
…xperts during the POC phase to establish a reliable, replicable infrastructure. Using infrastructure-as-code templates, the company deployed the validated architecture in its production environment in just 1 week. The live assistant is currently being piloted with select customers while the c…
Business value
The generative AI assistant moved from a 4-5 week proof of concept to live production deployment in just one week, and now manages hundreds of customer inquiries each day, including out-of-hours queries, reducing pressure on the FGO support team without expanding headcount.
…reliable automation at scale—an outcome that earlier attempts had not achieved. The assistant now manages hundreds of customer inquiries each day, reducing pressure on the FGO team and facilitating fast, consistent responses. Building on that success, i-Tom Solutions plans to extend the capability across…
Industry
Technology & Software
…services. Opportunity | Using AWS to scale customer support for i-Tom Solutions i-Tom Solutions provides a SaaS invoicing platform that is critical for over 170,000 small and medium businesses (SMBs) in Romania…
Technology
Amazon Bedrock, AWS Lambda, Amazon OpenSearch Service
…customer questions by drawing from i-Tom Solutions’ centralized knowledge base. The core of the architecture was built on Amazon Bedrock , which powers generative AI for more than 100,000 organizations worldwide. “Am…
…to production,” says Andi Aparaschivei, software architect at i-Tom Solutions. For document processing, the team used AWS Lambda , a service that empowers businesses to focus solely on code while it handles a…
…inesses to focus solely on code while it handles all infrastructure management. Semantic search was performed by Amazon OpenSearch Service , which simplifies AI-powered search, observability, and vector database operat…
Use case type
Conversational assistant
…ked alongside AWS solutions architects and AWS Partner Auvaria to design a POC. The goal was to create a retrieval-augmented generation agent that could answer customer questions by drawing from i-Tom Solutions’ centralized knowledge base. The core of the architecture was built on Amazon Bedrock , which powers generat…
Business functions
Customer Service & Support
…reliable automation at scale—an outcome that earlier attempts had not achieved. The assistant now manages hundreds of customer inquiries each day, reducing pressure on the FGO team and facilitating fast, consistent responses. Building on that success, i-Tom So…
AI capabilities
Conversational AI, Document Intelligence
…ked alongside AWS solutions architects and AWS Partner Auvaria to design a POC. The goal was to create a retrieval-augmented generation agent that could answer customer questions by drawing from i-Tom Solutions’ centralized knowledge base. The core of the architecture was built on Amazon Bedrock , which powers generat…
Deployment model
cloud
…customer questions by drawing from i-Tom Solutions’ centralized knowledge base. The core of the architecture was built on Amazon Bedrock , which powers generative AI for more than 100,000 organizations worldwide. “Amazon Bedrock gave us the proven infrastructure and enterprise-grade security…
Deployment options
cloud
…customer questions by drawing from i-Tom Solutions’ centralized knowledge base. The core of the architecture was built on Amazon Bedrock , which powers generative AI for more than 100,000 organizations worldwide. “Am…
