How DiDi built intelligent contact center QA with Amazon Bedrock

TECH NEWS DiDi partnered with AWS to build an intelligent contact center quality assurance (QA) system on Amazon Bedrock for its International Business Group's Customer Experience (CX) department. The system covers Spanish and Portuguese across three business lines (ride-hailing, food delivery, and financial services) and migrates QA capabilities from an opaque third-party solution to a transparent, self-owned AI architecture. It comprises three core pipelines: intent verification, compliance evaluation, and Voice of Customer (VOC) analysis. In DiDi's production validation, intent verification accuracy improved from 38 percent to 86 percent, compliance scoring accuracy exceeded 90 percent, and VOC analysis compressed hours of manual summarization into minutes. In this post, we walk through how DiDi International Business Group and AWS built a self-owned, transparent contact center QA system on Amazon Bedrock, replacing an opaque third-party solution. We describe the three core pipelines that power the system: intent verification, compliance evaluation, and Voice of Customer (VOC)... Copyright of this story solely belongs to aws.amazon.com. To see the full text click HERE