smart Europe builds smart.AI Case Handler for customer support agents with Amazon Bedrock
smart Europe GmbH, an electric vehicle maker headquartered in Leinfelden-Echterdingen, Stuttgart, collaborated with AWS to build smart.AI Case Handler, a serverless generative AI tool that supports customer support agents working in Salesforce. An Intelligent Case Tagger categorizes and prioritizes new cases, and a Case Insights Generator provides AI-generated case summaries, similar historical cases, knowledge article excerpts and suggested responses using Amazon Bedrock. The blog post reports a 40% decrease in case resolution times and a 20% increase in first contact resolution.
Overview
smart Europe GmbH, an electric vehicle maker headquartered in Leinfelden-Echterdingen, Stuttgart, collaborated with AWS to build smart.AI Case Handler, a serverless generative AI tool that supports customer support agents working in Salesforce. An Intelligent Case Tagger categorizes and prioritizes new cases, and a Case Insights Generator provides AI-generated case summaries, similar historical cases, knowledge article excerpts and suggested responses using Amazon Bedrock. The blog post reports a 40% decrease in case resolution times and a 20% increase in first contact resolution.
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Inspect the highlighted sourceThe challenge
Frequent product launches and feature updates created exponential support case growth for smart Europe's customer engagement team, with manual processes extending resolution cycles and increasing operational costs, and complex automotive topics led to variable resolution quality across support agents.
The solution
smart Europe collaborated with AWS to implement smart.AI Case Handler, a serverless generative AI assistance tool that shows support agents an AI-generated summary of a case in Salesforce and suggests a response they can review and use. In the Intelligent Case Tagger workflow, new Salesforce cases trigger events through Amazon EventBridge and Amazon SQS to AWS Step Functions and AWS Lambda functions that use Amazon Bedrock to categorize and prioritize them. The Case Insights Generator runs an AWS Step Functions workflow that summarizes the problem, retrieves knowledge articles and similar cases from Bedrock Knowledge Bases backed by Amazon Aurora, and generates a case summary and a drafted response, with insights cached in Amazon S3 so they are ready before agents ask for them.
Reported business value
With a lean team of four developers delivering the solution in three months, smart Europe reports a 40% decrease in case resolution times, a 20% increase in first contact resolution, over 10,000 cases processed, and 30% projected savings of the initially planned budget in 2025.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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