AI-powered customer support agent on AWS Bedrock for a Swedish retail brand
Freefoot, a leading Swedish retailer of barefoot shoes, modernized its customer support operations by implementing an AI-powered support agent on AWS. The solution improved response quality, scalability, and customer experience while reducing operational costs.
AWSServerlessBedrockComprehendGenAIAIThe Challenge
Freefoot’s support system relied on hardcoded rules and predefined Q&A flows. This limited its ability to handle nuanced or open-ended inquiries, scale during peak demand, and deliver personalized, brand-aligned responses. As a result, customers experienced slow response times, inconsistent communication, and increased reliance on human agents.
Our Solution
Novalo Technologies designed and implemented an Agentic AI solution using AWS Bedrock, following a serverless, multi-layer architecture. The system leverages historical support case data—originally stored as unstructured text—to provide context-aware responses, accurate product recommendations, and real-time assistance on topics such as stock availability and product fit. By continuously enriching the model with past interactions, the solution improves over time while maintaining alignment with Freefoot’s tone and customer expectations.
Results & Impact
The solution delivers projected annual cost savings of approximately 340,000 SEK through reduced agent workload and faster resolution times. It also improves sales conversion by providing quicker, more accurate product guidance, enhancing both operational efficiency and customer satisfaction.