Adaptive Customer Service AI Agent

Wipro's Self-Improving Customer Service Agent is an intelligent, adaptive AI solution designed to transform customer support operations through continuous learning and workflow optimization. Built on AWS infrastructure and leveraging Amazon Bedrock and Comprehend, the agent analyzes customer conversations, support tickets, and feedback to identify recurring issues, sentiment trends, and service inefficiencies.

Data Sources: • Customer conversations and support interactions • Complaint logs and ticket histories • Knowledge base articles and FAQ databases • Resolution workflows and escalation patterns

AI-Powered Analysis: Using advanced NLP and sentiment analysis, the system summarizes interactions, detects negative sentiment patterns, and categorizes issues by frequency, product type, and resolution delays. It identifies workflow gaps—such as outdated templates or ineffective processes—and generates actionable recommendations. Automated Improvements: • Updated troubleshooting scripts and response templates • Enhanced escalation protocols and routing rules • Workflow redesigns for faster issue resolution • Proactive knowledge base updates

Key Capabilities: • Real-time conversation analysis via Amazon Comprehend and Bedrock • Automated pattern detection and trend identification • Continuous learning from resolved cases and customer feedback • Dynamic workflow optimization and template generation • RESTful API integration with existing support platforms

Measurable Business Impact: • 40-60% reduction in average resolution time • Improved CSAT scores through proactive issue prevention • Enhanced agent productivity with AI-generated insights • Reduced operational costs via automated workflow optimization AWS Services: ECS, Fargate, Bedrock, Comprehend, IAM, S3, RDS, Application Load Balancer