From Zendesk to Amazon Connect: how we rebuilt merchant support at MONEI

Description and use

MONEI replaced Zendesk with Amazon Connect and Bedrock AI triage, unified documentation, and gained 55.2 % automated resolutions.

Problem

MONEI needed a unified, AI‑controlled support workflow that reduced friction, improved cost control, and allowed shared documentation across teams.

Outcome

Since the cutover, 55.2% of closed support conversations were solved automatically, 58.1% of email messages were ignored, and the team benefits from unified documentation, cost‑effective AI, and a single support channel.

Workflow

• Email and chat requests enter Amazon Bedrock AI triage
• AI identifies request, answers, asks for clarification, or escalates to a case
• Spam or unrelated messages are ignored
• Escalated requests become Amazon Connect Cases
• Human agents handle cases in the back‑office workbench
• Agents use internal AI tools for translation, summarisation, and wording refinement

Evidence

In September 2026 we moved MONEI's merchant support from Zendesk to Amazon Connect, with AI on Amazon Bedrock and a support workspace inside our back office.

Source

55.2% of all closed, meaningful support conversations related to MONEI were solved automatically

Source

We already enriched Zendesk tickets with merchant and payment information, but investigating a request still meant moving between Zendesk and our back office.

Source