Roku AI Powered Support Chat

2023

AWS
AI
LLM
RAG
React
AWS Connect
NodeJS

I played a key role in developing a cutting-edge chat platform powered by AWS Connect, specifically designed to streamline customer support for Roku users. This new system enables customers to engage with support representatives seamlessly through an intuitive chat interface, improving the overall user experience. The project aimed to enhance communication efficiency while ensuring smooth integration with Roku’s existing support framework.

During the development process, we incorporated advanced AI functionalities to optimize the customer support experience. By utilizing natural language processing and machine learning, we enabled the chat system to address common queries automatically. This allowed customers to receive immediate responses to frequently asked questions, without having to wait for a live agent. The AI-driven automation not only improved response times but also reduced the workload for support teams.

One of the most significant benefits of integrating AI was its ability to learn and adapt over time. By analyzing customer interactions, the system became increasingly capable of providing accurate and relevant answers. This continuous learning mechanism ensured that the chat service was always improving, offering a more personalized and efficient experience for Roku customers. As a result, users were able to solve their issues faster, with minimal human intervention.

In addition to AI integration, we placed great emphasis on reducing waiting times for customers who required assistance from a live support agent. The chat platform was designed to route more complex queries directly to support staff, while simpler issues were resolved through the AI assistant. This not only streamlined operations but also allowed the support team to focus on addressing more critical and nuanced customer problems, improving service quality.

Overall, the project succeeded in significantly enhancing the support experience for Roku customers. By combining the power of AWS Connect and AI-driven automation, we were able to deliver a more efficient, responsive, and customer-friendly chat service. This resulted in higher customer satisfaction, reduced operational costs, and a more scalable support system capable of meeting the growing demands of Roku’s user base.