AI Chatbot Enhancing Customer Experience for AIGENX

Discover how AIGENX leverages AWS GenAI to improve customer interactions, enhance response accuracy, and scale seamlessly while maintaining top-tier security.

About the Customer

AIGENX, a technology startup specializing in AI solutions, successfully deployed an AI Chatbot on AWS to meet the growing demand for customer service.

The AI Chatbot was designed to automate customer interactions, provide detailed information about AIGENX’s entire AI product portfolio, and support inquiries through a comprehensive knowledge base. The solution aimed to optimize performance, ensure flexible scalability, and enhance user experience while maintaining the highest standards of security and compliance.

To validate feasibility and effectiveness, AIGENX partnered with OSAM to develop a Proof of Concept (PoC) on AWS. This process helped assess scalability, readiness for large-scale deployment, and practical applications of the chatbot. The decision to implement a GenAI chatbot on AWS was driven by several factors, including the need to optimize performance, ensure flexibility, and leverage AWS’s advanced AI services.

Challenges

In a highly competitive market, the AIGENX project faced the following challenges:

• Rapid growth: A surge in customer requests, especially during peak hours, required the system to handle a high volume of simultaneous queries.

• Customer experience: Needed to deliver accurate information (90% accuracy) and reduce response latency by 70% compared to the on-premises system for a smoother user experience.

• Data security: Ensured complete protection of sensitive information by encrypting 100% of data using AWS Key Management Service (KMS).

• Performance & scalability: Required 99.9% uptime and stress-tested scalability under sudden traffic spikes.

• Compliance with security standards: Met strict security frameworks from AWS to protect customer data and information.

Solution

To achieve these goals, Maxcom partnered with OSAM—an AWS strategic partner in Vietnam—to develop a Proof of Concept (PoC) for deploying the GenAI Chatbot on AWS. The system architecture and implementation process included:

System Architecture

• AWS Bedrock: Served as the core AI platform, with Bedrock monitoring enabling management of 90% of model performance, integrated with Amazon S3 for the knowledge base and Amazon OpenSearch to optimize information retrieval.

• API Gateway & AWS Lambda: Handled user requests and communication with Bedrock, ensuring fast responses.

Authentication & Security

• Amazon Cognito: Managed user authentication, allowing access only to authorized accounts.

• AWS Secrets Manager: Secured sensitive information such as API keys and database credentials.

Performance Monitoring

• Amazon CloudWatch: Monitored and tracked system performance in real time, detecting and addressing anomalies promptly.

Key Features

• Serverless Architecture & Auto-Scaling: Enabled flexible scalability, processing large query volumes during peak hours.

• Comprehensive Security: Encrypted all data and adhered to AWS security standards to ensure maximum customer data protection.

Benefits

Deploying the GenAI Chatbot on AWS delivered significant benefits for AIGENX:

• Enhanced Customer Experience: Reduced average response time from 10 seconds to just 3 seconds (a 70% improvement), enabling timely information delivery.

• Outstanding Performance: Handled up to 5,000 requests per hour, boosting efficiency by over 70% compared to traditional systems.

• Optimal Security: Achieved 100% data encryption via AWS KMS, ensuring complete data protection.

• High Information Accuracy: Delivered 90% accuracy in responses, ensuring reliable and trustworthy data for customers.

• Continuous Operation & Scalability: Maintained 99.9% uptime even under traffic surges, demonstrating platform stability and flexibility.

• Multilingual Support: Configured to handle multiple languages, improving international user experience by up to 95%.

Success of the AIGENX Project

Key Successes of the Project

AIGENX’s Chatbot solution not only enhances the customer experience but also optimizes operational performance and security, meeting the rapidly growing demands of the market.

With support from OSAM’s experienced team, MaxcomGroup’s AIGENX startup project has so far served around 1,400 customers — 90% being small and medium-sized enterprises (SMEs) and individual business households, and 10% being individual customers — demonstrating its flexibility and ability to meet diverse market demands.

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