Customer service: Connecting all customer touchpoints [English] (GBL211-EN)

Raising Customer Expectations with Generative AI

Introduction

  • Ina Fernandez, a Solutions Architect based in EMEA, helping public sector customers build and design solutions on AWS.
  • The session aims to discuss how companies can raise customer expectations in an ever-changing technology landscape, leveraging generative AI.

Agenda

  1. Introduction to Amazon Bedrock, a managed service for building generative AI applications.
  2. Exploring two customer references - one in the travel industry and another in the automotive industry.
  3. Providing guidance on how to get started and get help with deploying generative AI solutions in the cloud.

The Challenge: Scaling Meaningful Connections

  • Customers crave authentic experiences, whether through travel, exploring new cultures, or the latest technology.
  • Scaling these meaningful connections is a challenge, especially in industries like travel and automotive, where customers demand personalized and seamless experiences.
  • Companies may lack the resources or automation to deliver these personalized experiences at scale.

Generative AI to the Rescue

  • Generative AI enables the creation of new content, including code, text, and images, using large language models trained on vast amounts of data.
  • AWS offers a flexible stack for using generative AI, including tools like Amazon Comprehend, AWS Studio, and Amazon Bedrock.

Amazon Bedrock: A Managed Service for Generative AI

  • Amazon Bedrock is a managed service that provides flexibility and control in building generative AI applications.
  • It allows you to choose from various foundation models and customize your applications with your own data.
  • Features like the Converse API and Retrieve and Generate API make it easy to integrate generative AI into your applications.

Use Case 1: Lonely Planet - Personalizing Travel Experiences

  • Lonely Planet, a travel guide book company, faced the challenge of meeting the high demand for personalized digital travel itineraries.
  • They leveraged Amazon Bedrock's Retrieve and Generate API to integrate their travel book recommendations and generate personalized digital experiences.
  • This solution enabled Lonely Planet to scale to millions of experiences, with significant cost savings compared to manual curation.

Use Case 2: BMW - Optimizing Cloud Infrastructure and Enhancing In-Car Experiences

  • BMW, with 22.3 million connected vehicles and 145 TB of data processed daily, faced challenges in managing their cloud infrastructure and sharing best practices across 450 DevOps teams.
  • They used Amazon Bedrock and the AWS Generative AI Innovation Center to build an AI-powered In-Console Cloud Assistant (ICCA) that helps their DevOps teams optimize costs and infrastructure.
  • This solution led to cost reductions, improved time-to-market, and enhanced in-car digital experiences for BMW customers.

Getting Started with Generative AI in the Cloud

  • AWS offers various resources to help you get started with generative AI, including the AWS Generative AI Innovation Center.
  • The Innovation Center can help you build, grow, and amplify your generative AI applications, whether you're starting from scratch or need help scaling an existing solution.

Conclusion

  • Generative AI can help companies raise customer expectations by enabling the creation of personalized and seamless experiences.
  • The examples of Lonely Planet and BMW demonstrate how Amazon Bedrock can be leveraged to address various use cases and deliver tangible business impact.
  • AWS is committed to supporting your journey in leveraging generative AI to transform your customer experiences.

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