From manual customer service to autonomous operations with Bex-Gen™ AI Agents

A Saudi transport company reduced manual customer service enquiries by over 80%, and saved over 60% in customer service and support costs, using Bexprt’s autonomous AI Agents, powered by AWS-native generative AI services.

Rising call centre volumes don’t just hurt customer satisfaction – they inflate operational costs, slow response times, and increase operational risk in regulated environments.

At Bexprt, we addressed this by deploying Bex-Gen™ AI Agents – an autonomous customer service solution designed to operate safely, accurately, and at scale in real-world transport operations.

The challenge: making sense of unstructured data

The customer faced specific business challenges,

• Large volume of customer enquiries (calls and emails): travel schedule, rewards, lost and found, complaints
• Often time-critical
• Answers held in multiple databases
• Manually answered by customer service staff
• Complex questions: many days to respond to

The Bexprt solution

• Needed to be
  • Autonomous AI solution
  • Scalable to handle call and message volumes growth
  • Multi-input/output: voice and text
  • Multi-lingual
  • Integration: ERP and ticketing system
  • Secure agents with input/output guardrails
  • Data analysis: dashboards, KPIs
• The Bexprt solution: autonomous AI Agent
  • Understands context
  • Makes decisions
  • Can escalate or take actions: refunds, lookups, booking, etc.
  • Feels like talking to a human

The outcome

• 80% queries automatically handled by Bex-Gen™ AI chatbot
• 60% customer service and support costs saved
• 24/7 and holidays, with consistent response time and quality regardless of workload
• Staff can focus on more complex remaining 20% cases, and reduce response time from days to hours
• Direct cost reduction
• Operational efficiency improvement
• Increased accuracy
• Enterprise-grade governance

Bex-Gen™ AI Agents transform customer service operations

📥 Automated intake – customer calls and messages handled without manual triage

🧠 Contextual understanding – queries interpreted using service, policy, and operational context

🤖 Autonomous resolution – the agent takes action where confidence is high

🔍 Human-in-the-loop governance – escalation, validation, and full auditability by design

📊 Operational insight – natural language analytics and performance reporting

Ready to unlock the value hidden in your documents?

This isn’t a chatbot experiment.
It’s enterprise-grade autonomous customer service, built for organisations where trust, reliability, and timely response matter.

👉 If you’re exploring how autonomous AI can safely transform customer operations, hello@bexprt.com

Discover more

• Deep dive into the Bex-Gen™ solution pages.
• Bexprt is an AWS Advanced Consulting Partner, Regional SI, AWS Reseller, with their own AI solutions over AWS and on AWS Marketplace, and an AWS differentiated Service and Solutions Partner. Discover more.
• Find Bexprt’s AI solutions and services in the AWS Marketplace, and on AWS Partner Finder
• Bexprt’s Awards: AWS Rising Star Consulting Partner MENA Award 2024, The King’s Award for Enterprise for International Trade 2024, Made in the UK Sold to the World Award.

Bexprt ◦ Your Enterprise AI & Resilience Partner. hello@bexprt.com