Better Customer Support Through AI: Ibexlabs’ AWS-Powered Solution for Rizz Wireless

What if your customer support could resolve queries 99.7% faster, handle 300% more volume, and boost customer satisfaction by 35% all while cutting operational costs by an estimated 70%?

That’s exactly what Rizz Wireless achieved after partnering with Ibexlabs to reimagine its customer experience using Generative AI on AWS. 

In just a few weeks, the telecom company went from long response times and inconsistent service to managing 10,000+ daily customer inquiries, without adding a single support agent. 

The result:    

• Response time was cut from 15 minutes to 3 seconds.
• Customer satisfaction went up by 35%, with 92% rating responses as “helpful” or “very helpful.”
• 95% accuracy on company policy questions (better than human agents).
• Saves over $350,000 each year while improving service quality.

Other notable achievements include providing 75%+ accurate answers with about 90% fewer mistakes, maintaining context across 5+ messages to enable natural, flowing conversations, achieving 99.9% uptime even during peak hours, and handling high inquiry volumes without expanding human support staff.

Chatbots don’t truly understand us, but they’ve learned how to sound like they do.

This paradox defines the modern customer experience. Businesses want automation that feels human, while customers expect conversations that flow naturally. Responses that sound robotic or repetitive take you nowhere.

At Ibexlabs, we set out to close that gap for Rizz Wireless, a fast-growing telecommunications company operating in a competitive industry, where customer support quality and availability are critical differentiators.

Their challenge was familiar but urgent: deliver intelligent, 24/7 customer support that feels personal without the overwhelming cost of maintaining a large team of agents.

The Challenge

Rizz Wireless’s customer care team was navigating high demand. Agents were juggling billing questions, account updates, and technical troubleshooting, often searching through fragmented information scattered across multiple documents. Response times could stretch to thirty minutes during peak hours, and extending human coverage around the clock would have cost more than half a million dollars annually.

Their existing chatbot wasn’t helping either. It was rule-based, static, and unable to adapt when users phrased questions differently. Conversations lacked empathy, context, and flexibility. The company needed something far more dynamic–a Generative AI-powered assistant that could understand intent, maintain context across interactions, and respond like a real human would.

That’s where Ibexlabs came in.

The Solution

The goal was simple: create a smart chatbot and Interactive Voice Response (IVR) system that could help customers quickly and naturally, anytime, anywhere. Ibexlabs built the solution on AWS, using Amazon Bedrock and the Claude 3.7 Sonnet AI model to power intelligent responses. 

When a customer sends a message through the Rizz Wireless app, the system securely retrieves previous messages to understand the conversation, checks a company knowledge base for the right information, and generates a response that’s accurate, helpful, and conversational. All of this happens in under three seconds, making it feel like chatting with a real support agent, even though it’s powered by advanced cloud-based AI.

The Differentiator

What makes the system truly intelligent is its use of Retrieval-Augmented Generation (RAG), a framework that allows AI models to retrieve factual information from a knowledge base before generating responses.

For example, when a customer asks, “Why was my bill higher this month?” the AI doesn’t guess or improvise. It first searches Rizz Wireless’s internal documentation using vector embeddings to find relevant details, then uses that information to form a clear, contextual answer. This hybrid approach ensures the model stays factual while maintaining a natural tone.

By combining generative reasoning with structured retrieval, the chatbot not only delivers accurate information but does so in a way that feels human. It can remember previous messages, understand follow-up questions, and even clarify ambiguous inputs, something traditional bots simply can’t do.

Performance That Scales with Ease

Because the entire solution is built on a serverless AWS architecture, it scales automatically with demand.

• Average response latency: 2.1 seconds
• System uptime: Exceeding 99.9 %
• Support cost reduction: 60–70 %
• Increase in customer satisfaction scores: 35 %
• Response accuracy: 95 percent (up from 78 % with human-only operations)

With a highly efficient, serverless AWS architecture, the solution keeps operational costs extremely low for moderate usage volumes while delivering nearly 80% cost savings compared to traditional hosted solutions. At the same time, it effortlessly scales to handle over 10,000 customer inquiries per day without requiring any expansion of the human support team.

In short, what once took agents fifteen minutes now takes the AI assistant three seconds.

Shaping the Future of Customer Support

The success of this project didn’t end at deployment. Encouraged by customer feedback, Rizz Wireless is now expanding the system to new channels–integrating the same Gen AI intelligence into voice, web, and B2C apps. The chatbot continues to learn through performance analytics, refining its tone, accuracy, and contextual understanding.

At Ibexlabs, we see this as more than a technical achievement. It’s a glimpse into the next phase of customer experience, one where Generative AI doesn’t replace humans but amplifies human empathy at scale. By combining the scalability of cloud infrastructure with the natural fluency of advanced language models, we’re helping businesses like Rizz Wireless turn every customer interaction into a moment of connection.

The future of support isn’t just automated, it’s authentic conversations and with AWS Generative AI at the core, Ibexlabs is helping companies get there faster. 

Discover how Ibexlabs can help your business grow with innovative AI solutions: https://www.ibexlabs.com/contact-us/