Custom Chat Agent at Scale
Empowered non-technical teams to deploy 50+ chat flows using GenAI Studio—reducing time-to-launch for future use cases by up to 40%.
Built on Amazon Bedrock with GenAI Studio
50+
automated customer chat flows deployed
30–40%
faster time-to-deploy for new campaigns or updates
Overview
About the Customer
A leading telecom operator in Asia sought to modernize its digital customer experience. The company's legacy chatbot systems were inflexible, requiring developer support for even basic updates. With growing expectations for fast, self-service interactions across WhatsApp, in-app chat, and website, the client needed a scalable way to automate and personalize conversations.
The Challenge
Business Challenges
- Inability to rapidly update chatbot flows without tech involvement
- High reliance on engineering teams for every campaign or FAQ change
- Inconsistent and outdated responses across customer touchpoints
- Difficulty in scaling chat automation across regions and products
The Solution
Solution Approach
OBZ deployed its GenAI Studio within the client's AWS environment to enable business and CX teams to independently build, manage, and evolve customer chat agents. Built as a no-code interface, the solution enabled rapid configuration of chat flows grounded in verified enterprise knowledge, while maintaining enterprise-grade control and observability.
Key Solution Highlights: • 50+ Automated Chat Journeys: Including recharges, complaints, account status, plan info • No-Code Flow Builder: Drag-and-drop interface for business-led flow creation • Knowledge-Constrained LLMs: Ensures accurate, compliant answers using curated content • Secure, Scalable Deployment: Designed for high-volume usage with privacy guardrails • Omnichannel Integration: Single agent logic reused across app, web, WhatsApp, and more
AWS Services Used
Built on AWS
Amazon EKS & ALB for scalable, load-balanced deployment of chatbot services
Amazon Bedrock for managed, high-performance LLM integration
AWS Security Hub, IAM, and WAF for centralized security management, access control, and threat mitigation
Amazon CloudWatch, OpenSearch, and RDS for real-time monitoring, conversational analytics, and persistent data storage
Outcome
Business Outcomes
- Deployed 50+ customer chat flows across major digital touchpoints
- 30–40% faster time-to-deploy for new campaigns or updates
- Enabled CX and marketing teams to operate independently without developer support
- Created a repeatable framework for GenAI-led customer engagement across business lines
About OneByZero
OneByZero is a frontier Systems Integrator specialising in AI Coworker design, build, and deployment for regulated enterprises across financial services, telecommunications, and retail. We operate across ASEAN, India, ANZ, and Japan, with a presence in the United States, combining domain expertise in regulated industries with deep AI engineering capability.
HQ Singapore · Tech HQ USA · Australia · India · Indonesia · Malaysia · Philippines · Thailand · Vietnam
