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Title
smart Europe builds smart.AI Case Handler for customer support agents with Amazon Bedrock
…ithout addressing the root efficiency issues. To help resolve these challenges, AWS collaborated with smart Europe to create a new support tool, smart.AI Case Handler, that increases the efficiency of smart Europe’s support agents by providing case insights and tailored response suggestions. This blog post will guide you through the implementation details of smart Europ…
Description
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.
…lementation details of smart Europe’s smart.AI Case Handler. About smart Europe smart Europe GmbH , headquartered in Leinfelden-Echterdingen, Stuttgart, is pioneering the future of electric mobility. Since 2020, smart became the first automotive enterprise to switch to 100% elec…
…signing and delivering the solution in three months, smart Europe has achieved: 40% decrease in case resolution times: Support agents resolve customer inquiries much faster with AI assistance. 20% increase in “first contact resolution”: More customer issues are resolved w…
Company
smart Europe GmbH
…lementation details of smart Europe’s smart.AI Case Handler. About smart Europe smart Europe GmbH , headquartered in Leinfelden-Echterdingen, Stuttgart, is pioneering the future of electric mobility. Since 2020, smart became the fi…
Industry
Automotive
…erdingen, Stuttgart, is pioneering the future of electric mobility. Since 2020, smart became the first automotive enterprise to switch to 100% electric vehicles. This established them as a first mover in urban premium, electric, and connect…
Problem
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.
…ties and services. Specifically, smart Europe’s customer engagement team faced: Exponential support case growth: Frequent product launches and feature updates overwhelmed agents with high-case volumes, creating bottlenecks in customer response times. The manual processes required to handle this volume significantly increased ope…
…on everything from basic vehicle operation to advanced connected car features. This resulted in variable resolution quality across different support agents and expertise areas. Traditional scaling approaches would have been costly. Hiring more agents or ex…
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.
…data from finalized cases and guidelines. From the user-experience perspective, once the support agent opens a case in Salesforce (smart Europe’s CRM system), the system displays an AI-generated summary of the case and suggests a response which the agent can review and use to respond to the customer. To create a robust, scalable solution, smart Europe implemented a serverless ar…
…a structured summary of the customer’s issue. 3. Parallel Knowledge Retrieval: Simultaneously queries multiple knowledge sources from Bedrock Knowledge Bases backed by Amazon Aurora (with pg_vector) and helps: Knowledge Articles Step: Retrieve relevant documentation from a know…
Implementation approach
A lean team of four developers (one AI engineer, one Cloud Architect and two CRM engineers) designed and delivered the solution in three months. Early iterations made agents wait 1-2 minutes for insights, so the team moved to proactive background processing that generates and caches insights before agents request them, and used Amazon SQS and reserved Lambda concurrency to avoid Amazon Bedrock throttling. The team plans to enrich the solution with agentic capabilities as product complexity increases.
…esults The impact of Amazon Bedrock-powered automation has been transformative. With a lean team of just four developers (one AI engineer, one Cloud Architect, and two CRM Engineers) designing and delivering the solution in three months, smart Europe has achieved: 40% decrease in case resolution times: Support agen…
…ctions workflows to finish, creating an unacceptable user experience. Solution: The team implemented proactive background processing that generates and caches insights before agents request them. This transformed the experience from a long-wait operation to instant insight d…
…t return on investment from efficiency improvements and reduced handling times. Going forward, the smart Europe AI team plans to enrich the solution with agentic capabilities as the product complexities increase. Conclusion: Accelerating Automotive Customer Experience smart Europe’s implemen…
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.
…rocessed: The solution has already helped handle substantial real-world volume. 30% projected savings of the initially planned budget in 2025: Significant return on investment from efficiency improvements and reduced hand…
…imes: Support agents resolve customer inquiries much faster with AI assistance. 20% increase in “first contact resolution”: More customer issues are resolved without requiring follow-up interactions. Over 10,000 cases processed: The solution has already helped handle substantial…
AI capabilities
Generative AI
…handles the unique challenges of automotive customer support. For this purpose, smart Europe collaborated with AWS to implement a comprehensive Generative AI (GenAI) solution called smart.AI Case Handler. smart.AI Case Handler is an assistance tool for support agents that generates c…
Technology
Amazon Bedrock, Amazon Aurora, Amazon EventBridge, Amazon SQS, AWS Lambda, AWS Step Functions, Amazon S3, Salesforce
…blication: Salesforce EventBus sends the case creation event. 3. Event Capture: Amazon EventBridge receives the event and forwards it to Amazon Simple Queue Service (SQS) . 4. Buffering: Amazon SQS queues the event to manage concurrency and helps pre…
…initiates an AWS Step Functions workflow for GenAI based multi-step processing. A set of AWS Lambda functions utilize Amazon Bedrock endpoints to generate tags for the new case. 7. Result Integration: At workflow completion, results are sent back via Salesf…
…ven workflow that follows these steps: 1. Case Creation: New case is created in Salesforce CRM. 2. Event Publication: Salesforce EventBus sends the case creation event. 3. Ev…
Headline outcome
…signing and delivering the solution in three months, smart Europe has achieved: 40% decrease in case resolution times: Support agents resolve customer inquiries much faster with AI assistance. 20% increase in “first contact resolution”: More customer issues are resolved w…
Use case type
Decision support
…nt a comprehensive Generative AI (GenAI) solution called smart.AI Case Handler. smart.AI Case Handler is an assistance tool for support agents that generates case insights and tailored response suggestions for each customer support case based on smart Europe’s knowledgebase that conta…
