AI specialized company Saltware announced on the 13th that it has added its own generative AI-based assistant AI to the existing AWS technical support system and applied it to the field.

The newly introduced Assistant AI uses AI agents to automatically analyze customers' technical issues and assist technical support agents in quickly and accurately suggesting solutions.

As an AWS PLS partner, Saltware combines AWS AI and cloud technologies to provide customized support services to customers. By building this AI agent-based system, we have been able to innovate our technical support system by utilizing AWS’s latest technologies and provide faster and more accurate support to customers.

AI agents automatically handle multiple steps, including problem analysis, solution suggestions, and workarounds. Technical support staff can quickly deliver the best solution to customers based on AI answers, and in the process, customer personal information and sensitive data are safely processed.

The software uses Amazon Bedrock Guardrail to automatically protect personally identifiable information (PII) and sensitive IT data. Guardrail prevents data leakage risks by blocking and masking in real time personal information, API keys, system configurations, and other technical information.

Ham In-yong, managing director of the Cloud Service Group at Software, said, “AI agent-based systems are an important innovation that not only speeds up technical support but also gains customer trust,” adding, “We will provide a trustworthy service by strengthening the protection of sensitive information such as personal information.”

Meanwhile, the LLM 'Fit-Sapie (Sapie-gemma2-9B-IT)' developed by Saltware ranked first in the open source model field on the 'Tiger Leaderboard' of W&B, a company in the United States.