Remitly, a cross-border payments company experiencing 30% annual growth, has successfully implemented Amazon Bedrock to enhance their customer support operations using Anthropic Claude models. The implementation has delivered impressive results: 25% of chat interactions are now AI-handled, response times have improved by 75%, and only 3% of customers request human agents after AI interaction.
Looking ahead, Remitly plans to implement Amazon Bedrock Guardrails to protect customer PII data, reduce hallucinations, and ensure accurate citation of reference documents. The company prioritizes responsible AI by maintaining transparency about AI interactions, and upholding strict data privacy standards – crucial given that 50% of their transfers support household expenses.
Through Bedrock’s model hosting capabilities, Remitly ensures secure and efficient customer service delivery across 18 languages.
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