Case Study: IndeCX achieves faster customer insight analysis with DNX Solutions and Amazon Bedrock GenAI

Valuable CX Insights with GenAI on Amazon Bedrock

IndeCX, a customer experience monitoring platform specializing in NPS, faced a challenge in efficiently analyzing tens of thousands of customer comments. Manual operations were unfeasible and risked providing imprecise insights that could harm client strategy and satisfaction. To overcome this, they partnered with vendor DNX Solutions for a solution involving artificial intelligence and big data.

DNX Solutions implemented a Generative AI solution using Amazon Bedrock and the Claude 2 model to automate text summarization and SWOT analysis. The result was a system that could process 20,000 comments for summarization in 5 minutes and for SWOT analysis in 4 minutes, achieving high answer relevance scores. This automation provided IndeCX with a scalable, high-quality solution that enhanced its value proposition and competitive edge.

IndeCX