Sold by: Dedicatted
For customer support teams whose AI assistant went live, but whose answers drift as products, policies and prices change, whose hand-offs to people are mis-routed, and whose failed conversations nobody reviews. Dedicatted operates your support assistant on Amazon Bedrock month to month: knowledge updates, answer quality reviews, escalation tuning, personalization rules and a monthly containment and quality report.
Overview
Who this is for
SaaS, retail, telecom, travel and property technology companies in Canada, the United States and Europe with a customer-facing assistant or support agent on Amazon Bedrock or Amazon Connect, on web, mobile, chat or voice. The buyer is the VP Customer Support, Head of Customer Experience or product owner.
The problem
An assistant is accurate on launch day and drifts afterwards. Products and policies change but the knowledge does not, escalations go to the wrong queue, customers repeat themselves after hand-off, and nobody reads the conversations that failed. The team that built it has moved on to the next project.
What we deliver
Operations onboarding. We baseline containment, escalation, answer quality and customer satisfaction signals, build an evaluation set from real conversations, and map knowledge sources and their owners.
Monthly operation. Our engineers update knowledge as products and policies change, review samples of failed and escalated conversations, tune prompts, Amazon Bedrock Guardrails and escalation rules, and run every change through the evaluation set before release.
Personalization. Answers use what each customer is allowed to see, such as their plan, orders or account status, through governed tools, with the rules reviewed monthly.
Reporting. A monthly report covers containment, escalations, answer quality findings and cost per conversation, with a quarterly conversation review.
To build a new assistant, see Digital Concierge: GenAI Assistant for Web, Mobile, and Contact Center; for the AI platform layer only, see Managed AI Platform Operations on AWS by Dedicatted.
AWS services integrated
Amazon Bedrock, Amazon Bedrock Knowledge Bases, Amazon Bedrock Guardrails, Amazon Bedrock AgentCore, Amazon Connect and Amazon Lex where voice or contact center is used, AWS Lambda, Amazon S3, Amazon DynamoDB and Amazon CloudWatch.
Outcomes
- Answers stay in step with your products, policies and prices.
- Failed and escalated conversations are reviewed and fixed every month.
- Every change passes the evaluation set before customers see it.
- Containment, escalation and cost per conversation are reported monthly.
Evidence
Dedicatted holds the AWS AI Services Competency and is in the AWS Managed Service Provider Program. We built an AI-powered support transformation for a software company, published as a case study on our AWS Partner Solutions Finder profile, and a resident-facing concierge assistant for a Toronto smart-building software company whose AWS accounts we run under a managed service.
Where we deliver
Dedicatted is an AWS Premier Tier Services Partner and AWS Managed Service Provider headquartered in Toronto and Montreal, Canada. It is the first Canadian partner to hold both AWS AI Competencies (Generative AI and Agentic AI) and the first and only Canadian AWS Partner to hold the AWS Digital Sovereignty Services Competency. We deliver across Canada, the United States and Europe, in English and French, and support Canadian data residency in the AWS Canada (Central) and Canada West (Calgary) Regions.
AWS infrastructure charges
AWS bills you for Amazon Bedrock usage, Knowledge Bases, Guardrails, AgentCore, Amazon Connect and Lex where used, Lambda, S3, DynamoDB and CloudWatch. We work through IAM roles you create.
Highlights
- Your support AI assistant kept accurate after launch: knowledge updated as products, policies and prices change, failed and escalated conversations reviewed, and prompts, Amazon Bedrock Guardrails and escalation rules tuned through an evaluation set.
- Personalized, governed answers: customers get answers based on what they are allowed to see through governed tools, with a monthly report on containment, escalations, quality findings and cost per conversation.
- From an AWS Premier Tier Services Partner with the AWS AI Services Competency, whose AI-powered support transformation for a software company is published on our AWS Partner Solutions Finder profile.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Contact
- Email: contact@dedicatted.com
- Contact form: https://dedicatted.com/contact
- Service page: https://dedicatted.com/services/generative-ai
Before you buy
- A scoping call confirms the assistant, channels, knowledge sources and AWS accounts in scope and the quality measures that matter to your support team, followed by a written scope and a private offer through AWS Marketplace.
During the service
- Production incidents reach our engineers through the paging route agreed at onboarding, with response targets written into the private offer.
- Other requests go by email or a shared channel, in English or French, with a named service lead and a monthly review.
Response time
- Requests that are not production incidents receive a response within two business days.
Ending the service
- The evaluation set, prompts, guardrail configuration, runbooks and the conversation review history stay with your team, and our access is removed.