Saltware, an artificial intelligence (AI) specialized corporation, announced on the 13th that it has applied its own generative AI-based assistant AI to the existing Amazon Web Services (AWS) technical support system.
The newly introduced assistant AI plays a role in automatically analyzing customers' technical issues using AI agents and supporting technical support counselors to quickly and accurately present solutions.
Saltware is active as a Partner Led Support (PLS) partner of AWS. PLS partners provide direct support for technical issues faced by customers using AWS, offering a model that combines AWS's AI technology with cloud technology to provide tailored support services. The construction of this AI agent-based system utilizes AWS's latest technology to innovate the technical support system and provide customers with faster and more accurate support.
The actual AI agent automatically processes several steps, such as problem analysis, solution presentation, and workaround provision. This allows technical support personnel to quickly relay the optimal solution to customers based on the answers provided by the AI. This technical support is characterized by ensuring the protection of customers' personal information and the secure handling of sensitive data.
Saltware uses Amazon Bedrock Guardrails to automatically protect personally identifiable information (PII) and sensitive information technology (IT)-related data. The guardrails block and mask personal and technical information (such as API keys and system configurations) in real-time to prevent the risk of data leaks.
Ham In-yong, managing director of Saltware's Cloud Service Group, noted, "The AI agent-based system is an important innovation that not only speeds up technical support but also earns customer trust," adding, "We will enhance the protection features for sensitive information, such as personal data, to provide reliable services."