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    Customer Support Agent

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    Sold by: XenonStack 
    The Customer Support AI Agent is an AWS-native, LLM-powered automation solution that modernizes enterprise customer service across voice, chat, and ticketing channels. Built on Amazon EKS and Amazon Bedrock, it orchestrates specialized micro-agents for automated ticket classification, sentiment and intent analysis, predictive SLA management, agent assistance, and customer experience insights. Through deep integration with Amazon Connect, the platform enables real-time customer engagement, auto-triage, intelligent escalation, and accurate response generation using enterprise knowledge. With end-to-end observability, scalable microservices, and AWS-grade security, it reduces manual workload, accelerates resolution times, and improves CSAT — transforming support operations into a proactive, data-driven, and self-optimizing function on AWS.

    Overview

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    Key Features

    1. AI-powered, multi-agent customer support automation platform built natively on AWS.

    2. Micro-agents on Amazon EKS automate classification, sentiment analysis, escalation prediction, and agent assistance for voice and chat.

    3. Tight integration with Amazon Connect enables real-time triage, routing, and LLM-powered response generation via Amazon Bedrock.

    4. Agent Assist retrieves contextual knowledge from S3, Neptune, and DynamoDB to accelerate first-contact resolution.

    5. Predictive SLA monitoring identifies at-risk interactions before breaches occur.

    6. AWS-native security (IAM, KMS, CloudWatch, Secrets Manager) provides full governance and observability across all workflows.

    Use Cases

    1. Automated triage and intelligent routing for customer queries across channels.

    2. Real-time sentiment and priority detection for high-volume customer interactions.

    3. Predictive escalation workflows to improve SLA compliance and MTTR.

    4. Agent productivity enhancement with AI-generated replies and knowledge retrieval.

    5. Automated feedback capture and analytics for CSAT/NPS improvement.

    Target Users

    1. Customer Support Managers seeking operational efficiency and SLA compliance.

    2. CX Leaders looking for sentiment, performance, and engagement insights.

    3. Contact Center Agents needing real-time AI assistance during interactions.

    4. IT & Ops Teams deploying scalable AWS-native microservices.

    5. Business and CX Analysts evaluating trends and performance metrics.

    Benefits

    1. Cuts manual ticket handling by over 50% with automated triage and prioritization.

    2. Improves MTTR and SLA adherence through predictive automation and monitoring.

    3. Boosts agent performance with contextual assistance and LLM-driven suggestions.

    4. Enhances customer satisfaction through faster, consistent, and sentiment-aware responses.

    5. Delivers unified real-time dashboards for SLA, CSAT, NPS, AHT, and interaction patterns.

    Value Proposition

    The Customer Support AI Agent transforms customer service from reactive ticket handling into proactive, predictive, and intelligent operations. With Bedrock-powered reasoning, Amazon Connect integration, and EKS-driven multi-agent orchestration, enterprises gain faster resolutions, reduced operational costs, and improved customer satisfaction — all secured and scaled with AWS best practices. It enables a self-optimizing, data-driven support ecosystem built for modern enterprise workloads

    Highlights

    • AI-powered micro-agents classify issues, detect sentiment, assess priority, and route cases intelligently using Amazon Bedrock and EKS.
    • Predictive models monitor every interaction to identify SLA risks early and trigger proactive escalations to prevent service delays.
    • Real-time AI assistance retrieves relevant knowledge, generates response suggestions, and accelerates resolution to boost CSAT and reduce MTTR.

    Details

    Sold by
    XenonStack 
    Categories
    Customer Support 
    Customer Experience Personalization 
    Implementation 
    Delivery method
    Deployed on AWS
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