Case study · IT services · Generative AI
HabileSoft India Automates Customer Support with Ozoo.ai on Amazon Bedrock
HabileSoft India Pvt. Ltd., a provider of digital solutions and IT services, wanted to improve customer support, engagement and operational efficiency with AI-driven automation and conversational interfaces.
It introduced Ozoo.ai, a generative AI solution built on AWS, to change how it manages customer inquiries, integrates AI with existing systems and maintains data privacy compliance.
- Context-aware answers from Claude models
- Real-time compliance monitoring
- Connected to websites, help desks, Slack and Teams
The Challenge
Diverse Customer Queries
HabileSoft had to handle a wide range of inquiries across multiple channels, from technical support and product information to service requests and project updates.
Data Privacy and Compliance
Data security, monitoring of AI agent responses and privacy compliance for user data processed by AI were critical business requirements.
High Implementation and Operating Costs
Manual handling of repetitive tasks increased operational costs and led to inefficient resource allocation.
Integration with Existing Tools
AI had to work with websites, help desks, Slack, Teams and other enterprise tools, a key technical hurdle.
AI Hallucinations and Bias
AI-generated outputs had to be accurate, balanced and free from algorithmic bias for credible customer interactions.
The Solution
Ozoo.ai partnered with AWS to build a generative AI platform for customer engagement and operational efficiency at HabileSoft India.
Generative AI with Amazon Bedrock
Ozoo.ai uses Amazon Bedrock to integrate pretrained foundation models, including Claude 3 Sonnet, Claude 3.5 Haiku, Claude 3.5 Sonnet and Claude 3 Opus. The models generate precise, context-aware, brand-aligned responses to customer inquiries with high accuracy and low latency.
Real-Time Compliance Monitoring
Ozoo.ai monitors AI agent behavior, responses and sentiment in real time to protect data privacy and brand safety and to support compliance with global standards such as GDPR.
Document Analysis and Summarization
The platform analyzes and summarizes internal documents, technical guides and knowledge base articles so support agents can find relevant information quickly.
Serverless Backend with AWS Lambda
AWS Lambda runs backend functions such as data retrieval, AI inference and system integration, reducing operational overhead.
Storage and Data Management
Amazon S3 stores user-uploaded data and processed outputs securely, with S3 Intelligent-Tiering optimizing storage costs by access frequency.
Integration with Enterprise Tools
Through AWS services, Ozoo.ai connects to websites, help desks, Slack, Teams and other internal platforms, automating workflows without disrupting existing systems.
Performance with Amazon CloudFront
Amazon CloudFront delivers content with low latency for a responsive experience across regions.
Secure CI/CD Deployment
AWS CodePipeline, AWS CodeBuild and Amazon ECS on AWS Fargate run continuous integration and deployment for secure, scalable Ozoo.ai releases.
Solution Architecture
Key Features
The main capabilities of Ozoo.ai on AWS generative AI.
AI Chatbot for Customer Engagement
Ozoo.ai answers customer inquiries quickly, accurately and in the brand’s voice, improving user satisfaction and trust.
Knowledge Base Search and Retrieval
Support agents can quickly find technical documents, product manuals and troubleshooting guides, reducing resolution times.
Personalized Customer Interactions
The AI personalizes recommendations and interactions based on each customer’s history, queries and behavioral data.
Bias Mitigation and Multi-Source Intelligence
Drawing on multiple data sources, the Claude models reduce hallucinations and bias for balanced, credible outputs.
Advanced Reporting and Analytics
Real-time insight into AI performance, customer sentiment and operational KPIs to inform strategic decisions.
Business Impact
Customer Satisfaction
Fast, accurate AI responses reduced average resolution times and improved customer experience and loyalty.
Operational Efficiency
Automating repetitive tasks freed staff for higher-value work.
Cost Reduction
Running on scalable AWS infrastructure, HabileSoft reduced operating expenses for customer support and data processing.
Data-Driven Decisions
Ozoo.ai analytics helped HabileSoft identify trends, optimize service offerings and improve product design and customer engagement strategies.
Privacy and Compliance
Real-time monitoring maintained data privacy, brand safety and compliance with security standards, building user trust.
Conclusion
Planning something similar?
With Ozoo.ai on AWS generative AI, HabileSoft India Pvt. Ltd. changed how it runs customer support and engagement. The solution improved customer satisfaction and operational efficiency, and gives HabileSoft insights for continuous improvement, cost savings and scalable AI adoption across the organization.