Customer Stories / Software & Internet 


HappyFox Automates Support Agent Responses with Claude in Amazon Bedrock, Increasing Ticket Resolution by 40%

HappyFox improved the performance and reliability of its AI-powered customer support solutions using Claude in Amazon Bedrock, automating responses to customer queries and increasing support agent productivity with generative AI features.


increase in automated support ticket resolution


increase in support agent productivity


reduction in latency

Improved security

by avoiding complexities with external data sharing

Enhanced customer experience

with generative AI-features


HappyFox is a software-as-a-service (SaaS) customer support and ticket management platform that offers an enterprise-grade help desk ticketing system, along with artificial intelligence (AI)-driven support offerings and service desk capabilities. To improve the reliability of its AI-powered support solutions and develop new generative AI capabilities, HappyFox implemented Anthropic's Claude in Amazon Bedrock.

By using Claude in Amazon Bedrock, HappyFox is enhancing the performance and accuracy of its customer support solutions, while introducing generative AI features that boosted automated support ticket resolution by 40 percent and increased support agent productivity by 30 percent.

Positive woman customer support phone operator at workplace

Opportunity | Enhancing Precision and Reliability in AI-Powered Customer Support

Over 12,000 companies in 70-plus countries rely on HappyFox—a practical help desk and customer support software as-a-service (SaaS) platform—to optimize their customer support processes. To streamline support operations, HappyFox offers a suite of AI-powered solutions. These include integrated chatbots for seamless assistance across various channels, workflow automation with AI capabilities activated through chat features, and a business intelligence tool. The business also offers Assist AI, a Slack- and Teams-integrated chatbot aimed at increasing employee productivity.

HappyFox was using an external AI service to support its AI-powered large language models (LLMs). However, over time, the business faced several challenges with its LLM capabilities. Precision and accuracy were crucial in customer service, and the solution sometimes struggled to consistently provide factually correct responses, impacting the reliability of customer support.

Pradeek J, chief technology officer (CTO) at HappyFox, says, “In multi-turn interactions, such as with AI chatbots, the model had difficulty retaining context, leading to irrelevant or incorrect responses based on past interactions. We also encountered difficulties in ensuring that the LLM adhered to the boundaries of the customers’ knowledge base and articles and refrained from fabricating additional information."

Additionally, performance and scalability issues were evident as AI usage increased. Latency problems, timeouts, and challenges in handling complex instructions prompted HappyFox to explore an alternative AI solution.


By using Claude in Amazon Bedrock, we’ve seen a 40% increase in automated resolution of support tickets and chats for our help desk, chatbot, and Assist AI products.”

Pradeek J
CTO, HappyFox

Solution | Improving Performance and Accuracy with Claude in Amazon Bedrock

HappyFox, whose entire production workload was already running on Amazon Web Services (AWS), chose to enhance its AI-powered solutions and introduce generative AI capabilities using Claude, an LLM from Anthropic.

HappyFox deployed Claude 2.1 on Amazon Bedrock, a managed service offering secure cloud access to foundation models. Pradeek says, “We avoided sharing data with an external vendor by implementing Claude 2.1 on Amazon Bedrock. This decision also offers a significant compliance advantage as all data is hosted within AWS.” Additionally, HappyFox no longer experiences latency and timeout challenges. Previously, response times ranged from 15‒20 seconds, but with the adoption of streaming support, response times are now consistently under 10 seconds, further enhancing the customer support experience.

Compared to its previous external AI solution, HappyFox has noted better performance and accuracy with Claude in Bedrock. It can follow complex instructions more effectively, stay within the boundaries of knowledge base articles, and provide relevant and contextually appropriate answers to chatbot queries. The solution is also more cost-effective compared to alternatives, making it an economical choice for the business and providing value for money.

Outcome | Increasing Automated Ticket Resolution by 40% and Boosting Agent Productivity by 30%

Since implementing Claude 2.0 on Amazon Bedrock and transitioning to Claude 2.1, HappyFox has introduced new generative AI features and capabilities, leading to improved productivity and an enhanced customer experience.

One notable feature is its AI Agent Copilot solution, seamlessly integrated within support ticket and case pages to swiftly analyze the entire ticket for support agents. Unlike previous functionality that focused on specific actions, this feature helps the AI understand the nuances of questions. For instance, it can assist agents in composing replies by searching the knowledge base, analyzing messages, reviewing conversation history, or consulting a canned response repository to deliver accurate and comprehensive responses.

Pradeek explains, “Manually reviewing a support ticket to grasp the context takes time. With AI Agent Copilot, a support agent can request for a quick summary which includes the customer's problem, successful or unsuccessful attempts at resolution, and any pending action items.” Since introducing this feature, HappyFox’s customers have seen a 30 percent increase in agent productivity.

HappyFox is also simplifying the customer experience by developing new automated Q&A features. Now, instead of navigating through a lengthy list of questions before reaching a live agent, HappyFox customers receive prompt, automated answers. “By using Claude in Amazon Bedrock, we’ve seen a 40 percent increase in automated resolution of support tickets and chats for our help desk, chatbot, and Assist AI products,” says Pradeek.

Furthermore, the business is empowering agents to provide accurate responses, even in languages where they may not be proficient. “The AI steps in to refine responses, identifying mistakes and addressing any issues with the content before it’s delivered,” Pradeek explains. “This feature has proven to be popular among many of our early customers.”

Looking ahead, HappyFox is actively evaluating new Amazon Bedrock features, including a batch API designed for aggregating and analyzing responses simultaneously. Says Pradeek, "We have a lot of existing support tickets to feed into an LLM for data insights. The batch API feature will streamline this process, further bolstering productivity for our engineers. We’re excited to continue using Claude in Amazon Bedrock to move our business forward.”

About HappyFox

HappyFox, based in Irvine, California, is a cloud-powered customer relationship management software provider that offers help desk and support ticketing solutions to businesses across the globe.

Learn more

To learn more, visit

AWS Services Used

Amazon Bedrock

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon via a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI. 

Learn more »

Claude in Amazon Bedrock

Claude is Anthropic's frontier, state-of-the-art large language model that offers important features for enterprises like speed, cost, and context window. 

Learn more »

More Generative AI Customer Stories

no items found 


Get Started

Organizations of all sizes across all industries are transforming their businesses and delivering on their missions every day using AWS. Contact our experts and start your own AWS journey today.