Challenges

A leading HVAC (Heating, Ventilation, and Air Conditioning) maker was struggling with the management of its enormous library of technical manuals, installation instructions, maintenance guides, and troubleshooting FAQs—any and all of which were kept in static PDFs.

These outmoded formats made it challenging for support staff and end-users to:

• Quickly access information
• Pull out accurate and context-relevant data
• Minimize time spent traversing long manuals

Ancrew Solution

To address this challenge, Ancrew developed a GenAI-powered conversational interface based on cutting-edge natural language processing (NLP) and machine learning (ML) technology, enabling users to engage easily with the firm's technical documentation.

Core elements of the solution were:

• Harnessed the power of Amazon Textract to transform static PDFs into searchable, machine-readable text using advanced OCR—delivering critical information in real time when users need it most.
• Organized Knowledge: Archived processed content in Amazon S3, tagging it for streamlined management and retrieval.
• Smarter Search: Utilized Amazon Kendra to index all documentation to provide smart and context-based search functionality.
• Improved Accuracy: Identified and formatted content to provide extremely relevant and accurate answers.
• Conversational Interface: Built a natural conversation interface with Amazon Lex to engage users naturally.
• Seamless Integration: Used Amazon Lex to integrate with Amazon Kendra to dynamically retrieve applicable data from the indexed documents.
• Better Insights: Utilized Amazon Comprehend to improve understanding of user intent and response accuracy.
• Adaptive Learning: Introduced continuous learning loops from user interactions and feedback to enhance answer quality.
• Cloud-Native Deployment: Deployed the solution on AWS to support scalability, availability, and reliability.
• Seamless Experience: Employed AWS Lambda for backend orchestration to provide seamless response generation and data management.

Business Impact

• Better Customer Support: Offered technicians and customers fast, relevant answers, increasing satisfaction.
• Operational Effectiveness: Eliminated manual effort for support agents, enabling them to spend more time on sophisticated customer requirements.
• Scalable Design: AWS-hosted environment easily managed increasing data and user volumes.
• Ongoing Intelligence: The GenAI model kept improving, becoming progressively more accurate and beneficial over time.

By partnering with Ancrew, the HVAC manufacturer was able to modernize its support operations using AI and cloud-native tools. This resulted in faster information delivery, better customer service, and a significant boost in internal productivity.