GenAI-powered chatbot streamlining customer support

Industry
SaaS
Region
Global
Company Size
ISV
Solution
GenAI Support Chatbot
(AWS Bedrock, OpenSearch, Lambda, CDK)

Challenge

A SaaS company managing its infrastructure on AWS was scaling fast, but their support team was under strain. As user growth accelerated, so did the volume of support requests, many of which were repeat questions. This created a backlog, impacting user satisfaction and pulling engineering teams into manual triage. The company needed a self-service solution that could deflect support load without increasing headcount or cost.

Our Approach

VeUP partnered with the customer to design and deploy a production-ready Generative AI chatbot built natively on AWS. We:

• Built a full-stack application using React (frontend) and TypeScript (backend)
• Leveraged AWS Lambda and API Gateway for a serverless, low-cost architecture
• Used Amazon Bedrock Knowledge Bases to manage responses, with data vectorized and ingested into Amazon OpenSearch
• Deployed Infrastructure-as-Code using AWS CDK for repeatability and scale

The solution integrated directly with the client’s support documentation and enabled dynamic, LLM-powered responses to common queries, which were fully automated and continually improved.

Results

• 80% of support cases deflected without human intervention
• Increased user satisfaction and retention through faster, 24/7 support
• No additional hiring required, reducing both cost and operational load
• Zero-maintenance, serverless setup aligned with AWS best practices