Modernizing and scaling support operations with generative AI on AWS | Amazon Web Services
Scaling support operations requires handling rising ticket volumes, meeting strict Service Level Agreements (SLAs), adapting to evolving compliance requirements, and maintaining documentation that quickly becomes outdated, all without proportional increases in headcount. In many teams, the knowledge required to resolve tickets is fragmented across SOPs, recordings, and tribal expertise, forcing analysts to spend significant time searching for guidance instead of resolving issues.
To address these constraints, teams can use generative AI on AWS to capture knowledge from operational workflows, apply it during ticket resolution, and surface risks before they impact SLAs. Rather than optimizing individual tickets or documents in isolation, this approach focuses on improving the underlying processes that determine how work flows across teams. This post demonstrates how you can design and implement a generative AI-based support operations solution on AWS that automates Standard Operating Procedure (SOP) creation from training videos, applies Retrieval Augmented Generation (RAG) to guide ticket...
Copyright of this story solely belongs to amazon.com. To see the full text click HERE
