Sold by: iQanto
Give employees natural-language access to internal knowledge and turn uploaded forms, emails, and screenshots into complete, confirmed support tickets on AWS using Amazon Bedrock.
Overview
Turn scattered internal knowledge and incomplete support requests into fast, reliable answers and complete tickets. Our engineers design and implement iQanto CaseReady on AWS, combining a retrieval-augmented knowledge assistant with a document-completion engine for ticket intake. Employees ask questions in natural language and receive answers with citations, drawn only from approved content and filtered by tenant and role. For support and IT requests, a user uploads a form, email, screenshot, or prior ticket; the system extracts the relevant fields, identifies what is missing, asks the user for the gaps, looks up related records in connected HR, IT, and ticketing systems, and assembles a complete case record. Every record is shown to the user for review and confirmation before submission, keeping a human in control and creating an audit trail. The architecture spans ingestion, retrieval, and action. Documents and knowledge sources are ingested into Amazon S3 and processed with Amazon Textract; content is indexed in Amazon OpenSearch Serverless with hybrid lexical and vector retrieval; generation and guardrails run on Amazon Bedrock; and the document-completion workflow is orchestrated with AWS Step Functions and AWS Lambda, integrating with existing HR, IT, and ticketing systems rather than replacing them. Each engagement is scoped together with the customer based on the content sources, systems, and use cases to be covered, and typically consists of an implementation phase followed by an optional managed service for monitoring, model and prompt updates, and content-source maintenance. Typical outcomes include shorter time to answer, fewer incomplete tickets, faster resolution, and improved onboarding for organizations of 100 to 5,000 employees in financial services, utilities, manufacturing, healthcare, and professional services. This offering relates to the following AWS services: Amazon Bedrock (including Bedrock Guardrails and Knowledge Bases), Amazon Textract, Amazon OpenSearch Serverless, AWS Lambda, AWS Step Functions, Amazon S3, Amazon DynamoDB, Amazon API Gateway, Amazon Cognito, Amazon EventBridge, and Amazon CloudWatch.
Highlights
- Conversational knowledge assistant with cited answers over approved internal content - documents, wikis, policies, and prior tickets - using Amazon Bedrock with Guardrails and hybrid retrieval on Amazon OpenSearch Serverless, with tenant and role-based filtering.
- Document-driven ticket intake: upload forms, emails, screenshots, or prior tickets and let the assistant extract fields with Amazon Textract, ask for missing information, look up related records in HR, IT, and ticketing systems, and assemble a complete case record for user confirmation before submission.
- Runs in your own AWS account and integrates with existing systems rather than replacing them - orchestrated with AWS Step Functions and AWS Lambda, with human-in-the-loop confirmation, audit trail, and an optional managed service for monitoring, model and prompt updates, and content maintenance.
Details
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Support
Vendor support
Our AI and Cloud Professional Services team delivers and supports each engagement end-to-end — from discovery and scoping, through implementation and go-live, to knowledge transfer and post go-live support, with an optional managed service scoped to customer requirements.
Contact: Email: aws@brinel.ro URL: <www.brinel.ro/en/contact >