Case Study: Convera achieves faster, compliant customer support with Rackspace Technology

Convera reimagines customer service with AI-powered automation

Convera partnered with Rackspace Technology to modernize customer support operations and speed up email handling. The challenge was to quickly automate the classification of incoming support emails and create tickets while meeting strict financial-industry compliance requirements across multiple languages and sensitive data types.

Rackspace Technology used its FAIR™ expertise and Amazon Bedrock, including Claude Sonnet 3.5, to build a generative AI solution that understood, classified, and redacted emails before routing them to the right teams and creating support tickets automatically. The result was a faster, compliant workflow that improved efficiency and precision, while helping Convera prove the value of AI through a rapid proof of concept and move the solution forward.

Convera

Sudipto Das

Vice President of Engineering