How DiDi built intelligent contact center QA with Amazon Bedrock
aws ·
DiDi International Business Group partnered with AWS to develop an intelligent contact center quality assurance system on Amazon Bedrock, replacing a previous opaque third-party solution. This new architecture supports Spanish and Portuguese across ride-hailing, food delivery, and financial services, addressing challenges such as lack of transparency and combinatorial complexity in QA standards. The system utilizes three core pipelines: intent verification, compliance evaluation, and Voice of Customer analysis, all powered by precise context management to ensure accuracy. Intent verification accuracy significantly improved from 38 percent to 86 percent by isolating tasks and limiting the information presented to the model during initial checks. Compliance scoring achieved over 90 percent accuracy through a unified prompt template that dynamically injects language and business-line specific configurations. The Voice of Customer pipeline aggregates similar tickets to identify systemic trends, reducing manual summarization time from hours to minutes. To maintain responsible AI practices, the system employs Amazon Bedrock Guardrails for sensitive data redaction and uses programmatic post-validation to verify deterministic facts against raw conversation logs. These enhancements provide DiDi with a transparent, self-owned AI infrastructure that improves auditability and operational efficiency.
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