Case Study: Mad Mobile improves customer support with Provectus Generative AI

Providing Superior Customer Service with Generative AI

Mad Mobile, a leader in point-of-sale solutions for the hospitality industry, wanted to modernize its customer support with a next-generation Generative AI-powered customer service agent. The goal was to help human support teams deliver faster, more accurate, context-aware responses, scale ticket handling, and reduce operational costs.

Provectus designed and built the solution using AWS services and Cohere models on Amazon Bedrock, along with Python, LlamaIndex, and FastAPI, then validated it through a discovery workshop and proof of concept. Over six weeks, Provectus helped Mad Mobile achieve 70% response accuracy in the PoC, and advanced prompting improved correctness by 30%, reaching 91% total accuracy and setting the stage for a production rollout.

Mad Mobile