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

说明与用途

MONEI 用 Amazon Connect 和 Bedrock AI 取代 Zendesk，统一文档，自动化解决率达 55.2%。

问题

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

结果

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.

工作流

• 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

证据

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.

来源

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

来源

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

来源