PCO Intelligence
PCO Intelligence is an AI-powered customer support platform that automates web, SMS, and voice interactions for pest control service businesses using conversational AI and cloud-based call center solutions.
Project Overview
PCO Intelligence is used by a pest control service company to automate customer support across web chat, SMS, and voice channels. Customers can query services, pricing, bookings, and existing service plans through AI-powered conversations. Amazon Lex and Bedrock handle conversational intelligence, while Amazon Connect enables seamless handoff from AI to live human agents. A customized AWS Lex Web UI widget and SMS-based AI support were integrated into the existing portal to improve customer experience and operational efficiency.
Quick Facts
Project Timeline
Learning and integrating multiple new AWS AI and voice technologies into a unified customer support platform
The project required working with several new AWS services, including Lex, Connect, Bedrock, and SNS. Understanding how these services interact and configuring them for production-ready web, SMS, and voice use cases was a major challenge.
Hands-on learning with iterative implementation of AWS AI services
The solution was built through hands-on learning and iterative implementation of AWS AI services. Each channel—web, SMS, and voice—was developed, tested, and optimized incrementally to ensure stability and real-world usability.
Architecture Overview
A serverless AWS architecture was implemented using Lambda, API Gateway, Lex, Bedrock, and Connect. AI logic, messaging, and agent workflows are orchestrated through Lambda functions, with monitoring handled via CloudWatch.
