Intelligent real-time responses with GenAI – seamlessly integrated into Zendesk

Quirion improves customer service with AI chatbot

Starting point

Established Support Infrastructure with Zendesk as the Central Ticketing System
High manual effort required by support staff to handle customer enquiries
Significant time and resource consumption in first-level support
Objective: Faster and more efficient case handling through the use of Generative AI
Target Technical Architecture: Integration of AWS API Gateway and Bedrock to enable seamless connectivity with Zendesk and other applications

Consulting on target architecture and technical integration with AWS, LLMs, and Zendesk
Design and implementation of the RAG-based solution, including the design and curation of the knowledge base
Development of the Bedrock integration and implementation of the API Gateway
Iterative quality assurance and ongoing prompt optimisation in close collaboration with Quirion

Development and Integration of a GenAI Bot Using Retrieval-Augmented Generation (RAG)
Automated response suggestions based on a curated knowledge base
Direct embedding of intelligent suggestions into the Zendesk interface for easy post-processing
Significant reduction in customer service response times
Scalable, cloud-native solution offering high flexibility and extensibility

Increased Efficiency through Automated Response Suggestions in First-Level Support
Relief for support teams, who can now focus on complex enquiries
Consistency and high quality in customer responses
Faster response times lead to higher customer satisfaction
Future-proofing through scalability – the modular architecture allows for easy expansion and higher levels of automation