DiDi International Business Group and AWS released an intelligent contact center QA system on Amazon Bedrock, enhancing quality assurance processes. It is the company's first major update to its QA infrastructure since expanding its operations across 14 countries and regions.
The system achieved intent verification accuracy of 86%, compliance scoring accuracy over 90%, and compressed VOC analysis from hours to minutes, according to DiDi. That compares with previous accuracy levels of 38% for intent verification and manual processes for VOC analysis.
The system is built on Amazon Bedrock and targets Spanish and Portuguese customer service across three business lines: ride-hailing, food delivery, and financial services. Availability began with DiDi’s CX department, initially for its International Business Group.
"In DiDi’s production validation, intent verification accuracy improved from 38 percent to 86 percent, compliance scoring accuracy exceeded 90 percent, and VOC analysis compressed hours of manual summarization into minutes," said DiDi’s IBG CX team. The system’s design focuses on precise context management to drive these results.
The announcement follows DiDi’s expansion into 14 countries and regions, where service quality directly impacts user retention and brand trust. DiDi did not say how the system will scale to other languages or markets, and noted the need for ongoing refinement of QA rules as standards evolve.
Source: awsml
