50%
Responses Returned in 5 Seconds or Less
80%
Reduction in Processing Time
Background
A nationwide Canadian provider of virtual reception and telephone answering services, serving thousands of small businesses across industries like legal, health, and trades. The company offers flexible, pay-per-call live receptionist services with no long-term contracts, catering to entrepreneurs and service providers seeking affordable, on-demand support. Clients manage their settings through a self-service portal, with scalable plans starting at just 50 prepaid credits.
Challenge
A fast-growing platform that connects customers with experts faced rising operational costs and inefficiencies as each customer interaction transcript had to be manually reviewed, summarized, and enriched with relevant resources. This manual process was time-consuming, costly, and inconsistent, limiting scalability and risking customer satisfaction. As transcript volume grew, so did the risk of delays, quality issues, and missed opportunities to leverage data for personalization. Keyrus was engaged to design and implement an AI-powered solution using AWS services to automate this process. Deployed in a live production environment with Amazon Bedrock at the core, the solution reduced costs, improved consistency, and enabled the platform to scale efficiently. This project directly aligned with AWS Generative AI Specialization goals, showcasing how automation can transform a key business function and drive long-term value.
Approach
Keyrus partnered with a fast-growing customer support platform to implement an AI-powered solution that automates the summarization of expert-user conversations. The client faced rising operational challenges due to manual review processes, which were time consuming, costly, and inconsistent, limiting scalability and affecting the customer experience. To solve this, Keyrus leveraged AWS Generative AI to automatically generate concise summaries and link relevant resources in real time. This allowed the platform to deliver faster responses, reduce internal workload, and improve consistency across interactions. The solution was built with flexibility, security, and scalability in mind, using AWS services for seamless integration and long-term growth. By replacing a manual workflow with intelligent automation, the client significantly improved operational efficiency and laid the groundwork for future innovation. This project showcases the impact of Generative AI on real world service challenges and aligns with AWS best practices across AI, data, and application modernization.
Key results
Benefits
The solution delivered a range of impactful benefits that transformed the client’s support operations. By automating the summarization of expert-user interactions, the platform eliminated a time-consuming and costly manual process, leading to substantial reductions in processing time and operational expenses. This not only improved internal efficiency but also enhanced the overall customer experience by delivering fast, consistent, and high-quality summaries with relevant follow-up resources. The architecture’s use of AWS-native services ensured secure, scalable performance and laid the groundwork for future enhancements, including analytics and personalization. Overall, the solution empowered the business to support growing user demand without adding headcount or compromising quality, while demonstrating how Generative AI can drive meaningful improvements across customer engagement and operational strategy.
Technology partners
AWS
Amazon Web Services (AWS) is a global leader in cloud-computing services that offers over 200 fully featured services from data centers worldwide. AWS provides services to organizations of all sizes to help lower costs, become more agile, and innovate faster.
Advanced Tier Partner
with a Data & Analytics Competency
30+
General Certifications
15
Speciality and Professional Certifications
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