DiDi Built an Intelligent Contact Center Quality Assurance System with Amazon Bedrock
Aiming to enhance the customer experience in its international operations, the company transitioned to a transparent and proprietary AI architecture instead of third-party solutions.
The DiDi International Business Group has developed a new AI-powered quality assurance system for its contact center operations using the Amazon Bedrock infrastructure.
Transition to a New AI Architecture
DiDi's Customer Experience department moved away from previously used opaque third-party solutions, transitioning to a completely transparent and proprietary structure.
Multilingual and Versatile Scope
This newly developed system covers three distinct business lines—ride-hailing, food delivery, and financial services—along with Spanish and Portuguese languages.
Core Processing Pipelines
The system consists of three main processing pipelines: intent validation, compliance evaluation, and Voice of the Customer analysis.
Performance and Accuracy Improvements
In production validation testing, intent validation accuracy increased from 38 percent to 86 percent.
Efficiency and Speed Gains
While compliance scoring accuracy exceeded 90 percent, Voice of the Customer analysis reduced hours of manual summarization processes down to minutes.