Support that verifies first

A SaaS B2B business working with Cloud Combinator on AWS. The client is anonymised at their request.

The challenge had four focus areas.

The engagement ran as a four-week proof of concept, moving from a working skeleton to a tested, demonstrated agent against the client's own demo environment.

Acceptance is defined against safe, correct behaviour: the bot classifies intents correctly, never shares data before verification passes, fails gracefully and escalates, and returns data only for the correct tenant. The figures below are the targets and design guarantees set out in the Statement of Work.

• Instant first-line answers — The agent resolves the common questions, booking status, invoice details, payment history and vehicle information, without a human in the loop.
• Safety first — Identity verification is a hard gate: the bot shares nothing until the caller passes, keeping the experience GDPR-compliant by design.
• True multi-tenancy — A single bot serves all operators, reusing the client's existing header-based isolation so each customer only ever sees their own data.
• Graceful escalation — When the agent cannot help, or verification fails after two attempts, it hands off cleanly to the client's support team by email rather than guessing.
• Handover — The proof of concept closes with a final demo, documentation, source code and a clear production recommendation covering website integration and the optional Bedrock enhancement.

With a safe, multi-tenant agent proven against their own environment, the client finishes the proof of concept with a clear path to production, ready to take first-line support off their operators' hands and to layer in richer, more natural responses whenever they choose.