AI-Based Automated QA for Complaint Resolution Bot

Background:

A leading quick commerce platform, faced challenges in efficiently handling a high volume of customer complaints. To improve resolution efficiency, enhance customer experience, and reduce manual dependency, Oneture Technologies implemented an AI-powered complaint resolution bot leveraging Amazon Bedrock Agents and Large Language Models (LLMs).

Challenges Faced:

• High Volume of Complaints: Client received a large number of customer complaints, requiring quick and accurate responses.
• Inconsistent Resolution Timelines: Due to the variability in complaint types, some issues took longer to resolve, impacting customer satisfaction.
• Manual Customer Service Dependency: Heavy reliance on human agents led to inefficiencies and increased operational costs.
• Scalability & Automation Needs: Client needed an AI-driven automation solution to streamline complaint handling, classify issues, and reduce human intervention.

Objectives:

The primary goals of this initiative were:

• Automate complaint resolution using AI-powered chatbots.
• Enhance customer satisfaction through intelligent, consistent, and accurate responses.
• Integrate AI-driven insights into the complaint management process for continuous improvement.

Solution Summary:

Oneture Technologies developed and deployed an AI-powered complaint resolution bot built on Amazon Bedrock Agents to classify, respond to, and escalate customer complaints when necessary.

Key Functionalities:

• AI-Powered Complaint Handling: Automates response generation and guides customers through the resolution process.
• Intent Recognition & Sentiment Analysis: Uses NLP-based sentiment analysis to understand customer emotions and prioritize complaints accordingly.
• Multi-Stage Resolution Process: Classifies complaints based on type, urgency, and complexity, ensuring efficient handling.
• Seamless CRM Integration: Connects with Zepto’s customer support system to track and manage complaint tickets.
• Continuous Learning & Improvement: AI model fine-tuning based on real-time feedback to enhance accuracy and response quality.
• Multichannel Support: Accessible via web, mobile, and other digital touchpoints for seamless user experience.

Key features included:

• Amazon Bedrock AI Agents for real-time response generation.
• LLM-based NLP & Sentiment Analysis to assess complaint severity.

• Chatbot Interface Powered by Gradio for an intuitive user experience.
• Automated Complaint Categorization & Escalation Workflow.
• AWS Lambda, S3, and API Gateway for scalable cloud infrastructure.
• CRM Integration for End-to-End Complaint Tracking.
• Feedback Mechanism to improve AI response accuracy.

Tech Stack:

• AI & Machine Learning : Amazon Bedrock, Large Language Models (LLMs), NLP

• Cloud Infrastructure : AWS Lambda, Amazon S3, API Gateway

• Integration :  CRM System Integration