Scaling GenAI Customer Experience on AWS: The Locobuzz Blueprint

Locobuzz, an AWS Advanced Technology Partner, powers 400+ enterprises globally across finance, aviation, government, and consumer sectors. Processing 100 million interactions monthly, Locobuzz applies proprietary GenAI innovations like ResponseGenie™, AgentIQ™, ContextualPulse™ (features of the CX suite) and CMOVerse™ to drive emotionally intelligent, multilingual engagement.

This article explores the Locobuzz blueprint — a cloud-native architecture that integrates AWS services with proprietary GenAI models to orchestrate billions of interactions efficiently, reducing response times and improving customer satisfaction.

The Challenge: Real-Time, Hyper-Personalized CX at Enterprise Scale

Customers expect empathetic, personalized experiences across social media, review systems, and news sites — from Facebook and Instagram to Quora, App Store, and Glassdoor, but traditional CX tools struggle with the volume and variety of unstructured data. This leads to delays, inaccuracies, and lost opportunities. Locobuzz, addresses this with a GenAI-first approach, enabling real-time intent detection, sentiment analysis, and response generation while helping maintain compliance.

Scaling to billions of interactions poses key hurdles like real-time ingestion from diverse sources, low-latency AI processing, elastic scaling for peaks, and cost optimization. Locobuzz’s AWS powered architecture helps address these by providing a resilient, high-performance foundation for enterprise CX.

Solution Overview: Locobuzz’s GenAI-Powered CX Suite on AWS

Locobuzz is architected from the ground up on AWS, enabling seamless processing of 1.2 billion conversations annually with expected 99.99% uptime and data redundancy across multiple Availability Zones. Its modular, microservices-based design leverages AWS for flexibility, allowing rapid deployment of new features and independent scaling of workloads.

Key innovations include:

• ResponseGenie™ uses GenAI to create context-aware, natural customer responses across channels, delivering resolutions with consistent tone and lower agent workload. It taps into a brand’s past interactions in form of a knowledge base, and brand tone.
• CMOVerse™ provides brand intelligence through natural language interfaces and advanced LLMs, revealing why customers behave a certain way and delivering actionable insights for campaigns, product strategy, and brand positioning.
• AgentIQ™ acts as an agent co-pilot, reviewing responses before they’re sent to help facilitate alignment with brand guidelines, protect reputation, prevent negative Customer Satisfaction Score (CSAT) impacts, and boost customer satisfaction.
• ContextualPulse™ uncovers the why behind customer sentiment – decoding tone, intentions, and emotional shifts. It organizes feedback into meaningful themes and benchmarks insights against competitors, enabling brands to spot trends early and make smarter, data-driven decisions.

This architecture combines rule-based precision with LLM depth, powered by AWS for real-time analytics across languages and content types.

Locobuzz leverages AWS services like Amazon Elastic Kubernetes Service (EKS) for orchestration, Amazon Elastic Compute Cloud (EC2) for compute and database hosting, AWS Lambda for serverless processing, Amazon Simple Storage Service (S3) for storage, and Amazon Managed Streaming for Apache Kafka (MSK) for real-time data flows. This facilitates elastic scaling, low-latency inference, and cost efficiency.

Architectural Overview

The Locobuzz architecture on AWS is optimized for high throughput, low latency, and horizontal scalability. Figure 1 provides an overview of the core components and data flows, illustrating how AWS services integrate with Locobuzz’s proprietary GenAI to handle billions of interactions.

Figure 1: Locobuzz Scalable GenAI CX Architecture on AWS

Key Components, Integration, and Optimization

The architecture features an entry layer with enhanced security features and low-latency that ingests customer interactions from multiple channels, orchestrates them via a microservices core, and processes data in real time using a scalable streaming and event-driven framework. Proprietary and cloud-augmented GenAI models enrich the data, enabling sentiment analysis, intent detection, summarization, and response generation, while agent co-pilot and analytics layers facilitate brand-aligned responses and actionable insights. Data is stored across high-performance, scalable databases and search engines, with automated scaling and multi-Region redundancy to optimize cost, reliability, and performance.

Enhanced security features are implemented throughout, with AWS Identity and Access Management (IAM) for authorization and authentication, AWS Key Management Service (AWS KMS) for data protection, and Amazon CloudWatch for monitoring. Locobuzz is ISO 27001:2022 and SOC2 certified, enabling private cloud deployments on AWS with Region-specific Amazon S3 configurations for data residency.

Key Data Flows

• Social Media Processing: Brand-related posts and messages are captured via Amazon CloudFront, streamed and cleaned in real time, enriched with sentiment, opinion categorization, and summaries using Amazon Bedrock-powered models and indexed in Amazon OpenSearch Service for instant alerts and visibility.
• Live Chat Interaction: Incoming chat messages are routed through Amazon EKS, which retrieves context from Amazon EC2-hosted databases, generates GenAI responses via ResponseGenie™, checks them with AgentIQ™ for brand compliance, and delivers them instantly, with all interactions logged in Amazon S3.

Outcomes and Customer Value

Locobuzz helps enterprises to scale customer engagement without scaling headcount. By unifying support, automating workflows, and facilitating accuracy at every touchpoint, brands can deliver empathetic customer experiences while freeing teams to focus on strategic initiatives.

Our customer demonstrates this transformation in action:

• 90% fewer active hands-on support while maintaining service quality and responsiveness.
• Maintained high levels of accuracy and empathy, making sure every interaction feels human.
• 100% workflow automation in action, streamlining operations end-to-end.
• Dozens of agent hours freed strategic initiatives that drive value.

With Locobuzz, our customer turned operational bottlenecks into business advantages, proving that customer experience at scale can be both efficient and human-first.

Conclusion

Locobuzz’s blueprint on AWS is a proven framework for scaling GenAI CX to billions of interactions, harnessing the power of AWS with innovations for proactive, personalized engagements. This not only helps achieve performance and security, but also helps position brands as CX leaders.