How ASAPP Uses Amazon Bedrock to Achieve 91% First-Call Resolution
ASAPP is an AI-native customer service platform that orchestrates large language models to automate contact center interactions for enterprise clients. By deploying Anthropic’s Claude through Amazon Bedrock, ASAPP eliminated its homegrown PII redaction layer and reduced call escalations by up to 40%, while helping clients achieve a 91% first-call resolution rate. The platform now automates more than 90% of contact center interactions, with human agents freed to handle three times the volume of complex cases.
Impact
91%
First-call resolution rate
77%
Cost reduction per chat interaction
3x
Human agent capacity increase
49%
Customer self-service growth
40%
Reduction in call escalation
>90%
Contact center automation rate
Challenge
ASAPP’s GenerativeAgent relied on a homegrown PII redaction layer that slowed response times and degraded output quality, limiting the platform’s ability to resolve complex customer issues without human escalation.
Solution
ASAPP integrated Amazon Bedrock with Anthropic’s Claude Sonnet models, eliminating the homegrown PII layer, gaining built-in data privacy compliance, and enabling more natural, capable language generation across voice and chat channels.
Tools & Technologies
Amazon BedrockWhat Leaders Say
“Every bit of the product benefit is directly related to our ability to use powerful models. And Amazon Bedrock is core to how we do that.”
“We bring AI to the contact center in a way that encourages consumers to trust the product and doesn’t mislead them.”
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Full Story
ASAPP operates at the intersection of AI and enterprise customer service, building a GenerativeAgent Platform that orchestrates five to seven large language models simultaneously to handle voice and digital interactions end-to-end. Its clients include some of the world’s largest organizations, where marginal improvements in contact center efficiency translate directly to significant operational savings and measurable customer satisfaction gains.
The platform’s early architecture included a homegrown PII redaction layer built to protect sensitive customer data, but this came at a steep cost. The system slowed interactions, degraded response quality, and prevented GenerativeAgent from accessing the contextual information it needed to resolve complex requests. Rebooking an airline ticket, for example, required address data that the redaction system stripped out, forcing workarounds or immediate human escalation.
ASAPP transitioned from its previous AI provider to Amazon Bedrock, gaining access to Anthropic’s Claude Sonnet models alongside AWS’s built-in enterprise data privacy controls. The GenerativeAgent Platform now routes interactions dynamically across its LLM ensemble depending on use case, latency requirements, and channel (voice or chat). Crucially, the homegrown PII layer was retired entirely, as Amazon Bedrock’s compliance infrastructure met enterprise standards without the performance penalty.
The results were immediate and measurable. GenerativeAgent resolved up to 40% more issues without escalating to human agents. ASAPP’s enterprise clients saw a 49% increase in customer self-service engagements, a 77% reduction in cost per chat interaction, and a first-call resolution rate of 91% for complex service issues. Human agents simultaneously gained the capacity to handle three times as many complex interactions because routine volume was absorbed entirely by AI.
ASAPP is now working with AWS to test Amazon Nova Sonic, a speech-to-speech model delivering near-real-time voice conversations. The company’s trajectory signals a broader shift across enterprise contact centers: from menu-driven IVR systems to AI agents so capable that customers routinely ask whether they’re talking to a human. For organizations processing millions of interactions at scale, this has moved from pilot to critical infrastructure.