{"slug":"i-tom-solutions-scales-customer-support-for-romanian-smbs-with-a-generative-ai-assistant-on-amazon-bedrock","url":"https://findausecase.com/use-cases/i-tom-solutions-scales-customer-support-for-romanian-smbs-with-a-generative-ai-assistant-on-amazon-bedrock","title":"i-Tom Solutions Scales Customer Support for Romanian SMBs with a Generative AI Assistant on Amazon Bedrock","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.","company":"i-Tom Solutions","industry":"Technology & Software","country":"Romania","aiCapabilities":["Conversational AI","Document Intelligence"],"businessFunctions":["Customer Service & Support"],"technology":["Amazon Bedrock","AWS Lambda","Amazon OpenSearch Service"],"deployment":"Public Cloud","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://aws.amazon.com/solutions/case-studies/i-tom-solutions-case-study/","dates":{"publishedAt":"2026-10-05T05:48:17.414Z","publishedAtSource":"pipeline","updatedAt":"2026-10-05T05:48:17.414Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/i-tom-solutions-scales-customer-support-for-romanian-smbs-with-a-generative-ai-assistant-on-amazon-bedrock. Bulk republication requires permission."}