Modernizing and scaling support operations with generative AI on AWS
Amazon Web Services Carla Lorente
The article describes a generative AI system on AWS that turns support training recordings into SOPs, uses RAG to guide ticket resolution, and predicts SLA risk while automating ticket actions with human approval. The system’s analytics dashboards are built with Amazon Quick and include ML-based SLA risk scoring. It changes support operations from reactive, hard-to-find guidance and retrospective reporting into a feedback loop that updates SOP knowledge and provides real-time workload and risk visibility.
Why it matters
Learn how to build a generative AI-based support operations platform on AWS that converts training videos into structured SOPs, applies Retrieval-Augmented Generation to guide ticket resolution, and uses machine learning to predict SLA risk and prioritize work.