About the Client
Formed in 1990, the Client is the largest electric utility company in Malaysia, responsible for the generation, transmission and distribution of electricity to over 10 million customers found in Peninsular Malaysia and Sabah.
The challenge
As part of the organisation's goal to modernise its customer service experience so that it may deliver faster, always-available responses for its ever growing number of customers without proportional increases in operational costs, the client has approached us to both develop and maintain a customer service agent that utilises a cloud-native Generative AI.
The goals that the client wishes to achieve are:
- Reduce the strain on call centre operations due to a high volume of repetitive customer enquiries
- Provide 24/7 customer service availability without needing to scale headcount proportionally
- Agent must have enterprise-grade AWS environment to ensure that it meets the standards of a regulated utility organisation
Amazon Bedrock-powered chatbot
To create the AI agent, we designed and deployed the cloud infrastructure that is powered by Amazon Bedrock. With it, the agent is able to respond to customer enquiries in natural language and provide instant responses around the clock, all without human intervention
Multi-account AWS Organisation
A governed AWS Organisation of 14 accounts was established to cover for the AI agent and its related workloads, all of which are enrolled on AWS Business Support.
For security and compliance, we relied on AWS Config conformance packs, centralised CloudTrail, and SCPs to ensure that the agent adheres to the client's security demands.
Reliability & monitoring
We implemented CloudWatch monitoring with anomaly detection for the AI agent's application metrics, ensuring that the team is alerted to any deviation from the agent's normal behaviour before it negatively impacts the customer's experience.
Ongoing managed services
We assist the Client by managing their cloud environment under an ongoing MSP agreement. This encompasses infrastructure operations, security monitoring, patching, and cost management.
The benefits
Automated customer service
The AI agent is capable of handling customer FAQs automatically, freeing up call centre agents to respond to more urgent queries.24/7 availability
Customer service is now available 24/7 without needing to increase call centre headcount.Fully managed services
With the cloud environment managed by us, the client can focus on other aspects of their operations.First of its kind
The AI agent is the first Generative AI-powered chatbot to be made available to the public in Malaysia.Next steps
We can assist with the management of your digital engagement points to ensure that it remains stable, efficient, scalable, and available 24/7. Reach out to us directly to find out how we can assist your operations.
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