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AWS-Native Serverless GenAI Customer Assistant
Client
A U.S.-based financial services provider supporting small and mid-sized businesses (SMBs), needed to modernize its client servicing model by deploying scalable AI-driven assistants that deliver real-time responses and reduce onboarding delays.
Business Challenge
- Aging Deployment Approach: FirstHope had experimented with open-source LLMs hosted on self-managed infrastructure, but the environment was costly, rigid, and difficult to scale for unpredictable SMB traffic.
- Slow Time-to-Market: AI chatbot deployments required 3+ months, creating bottlenecks for SMB clients needing faster onboarding and self-service capabilities.
- Security & Compliance Gaps: The lack of enterprise-grade IAM, data protection, and audit readiness hindered adoption in regulated industries.
- High Operational Overhead: Manual infra management, scaling, and monitoring consumed significant IT resources.
- Limited Flexibility: Rigid deployments did not allow quick integration of newer LLM models or SaaS-based enhancements.
Approach
Trianz led a full cloud-native re-architecture using AWS serverless services to reduce infra complexity and enable secure, compliant, and scalable AI-driven customer assistance.
- Serverless Redesign: Replaced self-managed infra with Amazon Bedrock (Anthropic Claude) for LLM-driven generative responses, eliminating model infra overhead.
- Real-Time Retrieval Augmentation: Integrated Amazon Kendra for knowledge retrieval, ensuring accuracy and contextual responses for SMB queries.
- Business Assistant Layer: Leveraged Amazon Q Business for pre-integrated workflows and domain adaptation.
- Scalable Session Management: Deployed AWS AppSync and DynamoDB to persist chat histories, metadata, and session state across clients.
- Event-Driven Orchestration: Used AWS Lambda to handle orchestration, retrieval-augmented generation (RAG), and automated scaling logic.
- Secure Frontend Delivery: Combined Amazon CloudFront, Amplify, and Cognito for globally distributed frontends with federated authentication and isolation.
- Monitoring & Governance: Enabled CloudWatch and QuickSight for latency monitoring, SLA dashboards, and analytics-driven optimizations.
- Enterprise Security: Applied AWS WAF and Shield for DDoS protection and IAM-based isolation across client tenants.
This agentic model transformed the end-to-end workflow from a linear, human-dependent process into a self-optimizing system capable of executing tasks autonomously while maintaining full regulatory compliance and traceability.
Technology Components
AWS Services
Infrastructure Tools
Transformational Effects
Faster Deployments
Productivity Uplift
Near-Perfect Reliability
Lower TCO
- 3x Faster Deployments: Onboarding chatbot rollout reduced from 3 months to 2 weeks.
- 90% Productivity Uplift: Faster AI responses via real-time retrieval improved user experience.
- Near-Perfect Reliability: 98% uptime achieved with multi-AZ architecture.
- 30% Lower TCO: 3-year cost reduced by replacing on-prem infra with AWS serverless.
- Audit-Ready Compliance: Passed industry audit without remediation.
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