How DiDi built intelligent contact center QA with Amazon Bedrock
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DiDi built a transparent, self-owned contact center quality assurance (QA) system on Amazon Bedrock, replacing an opaque third-party tool. Intent verification accuracy rose from 38% to 86%, compliance scoring topped 90%, and Voice of Customer trend analysis dropped from hours to minutes across Spanish and Portuguese support.
DiDi partnered with AWS to build an intelligent contact center quality assurance (QA) system on Amazon Bedrock for its International Business Group’s Customer Experience (CX) department. The system covers Spanish and Portuguese across three business lines (ride-hailing, food delivery, and financial services) and migrates QA capabilities from an opaque third-party solution to a transparent, self-owned AI architecture. It comprises three core pipelines: intent verification, compliance evaluation,…
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