Modernizing and scaling support operations with generative AI on AWS
AWS demonstrated how generative AI can be used to build operational support solutions, automating the creation of SOPs, guiding task resolution through Retrieval-Augmented Generation (RAG), optimizing workloads using machine learning, and predicting SLA risks. The solution also automates tasks such as task tagging, commenting, and status updates through agent workflows, while maintaining human intervention to ensure control and accuracy. The article presents the architectural design based on real operational cases and explains that this solution can be adapted for industries such as financial services, healthcare, logistics, manufacturing, and energy, aiming to address challenges such as knowledge fragmentation, delayed documentation, and low efficiency in task handling.