Case Study: Daraz achieves a 26% increase in customer satisfaction with Amazon Polly

Daraz increases customer satisfaction by 26% using AWS

Daraz, a leading e‑commerce marketplace serving Pakistan and four other South Asian markets, faced recurring backend outages and poor app performance during peak campaigns that disrupted customer experience and strained support operations. To address frequent downtime and high volumes of simple order‑status enquiries, Daraz adopted AWS services and implemented Amazon Polly to automate real‑time voice updates for customers checking order status.

Daraz migrated core workloads to AWS in four months—using Amazon EC2, Elastic Load Balancing, Amazon RDS, Amazon CloudWatch, Amazon S3—and deployed Amazon Polly for automated calls, simplifying operations so an eight‑person team can manage systems 24/7. The move ensured multi‑AZ availability and elastic scaling to handle spikes above 1M requests/sec, cut order‑status call duration by more than 40% (most handled in ~15 seconds), and raised customer satisfaction from about 3.5 to 4.8 out of 5; Amazon Polly played a key role in that service improvement.

Daraz

Rai Umair

Chief Technology Officer