Amazon Web Services (AWS) has developed a solution using the AWS generative artificial intelligence (AI) service, Amazon Q Business, to provide actionable insights based on support data, which enhances the operation and health of AWS environments. Amazon Q Business is a generative AI-powered enterprise chat assistant that enables natural language interactions with an organization’s data. It uses technology to ingest data from AWS Support cases, AWS Trusted Advisor checks, and AWS Health notifications.
The solution integrates this data with users’ IT service management (ITSM) systems — such as ServiceNow, Jira, and Zendesk — allowing customers to implement recommendations and maintain healthy AWS operations. Amazon Q Business provides answers along with links that direct users to the underlying sources of data. By integrating with ITSM solutions, recommended actions can be tracked and applied within existing workflows.
AWS Support provides a range of features powered by advanced technology and experts. These include proactive planning and communication, advisory, automation, and cloud expertise to help customers achieve business outcomes quickly and at scale in the cloud.
The solution facilitates the deployment of Amazon Q Business to generate insights from support data. The information is drawn from linked accounts and stored in a central S3 bucket. The managed AI capabilities of Amazon Q Business create a searchable index of customers’ AWS Support datasets and produce synthesized insights and natural language responses on a web chat platform.
The solution offers two deployment options: AWS Organizations (StackSet) and Individual Accounts (CloudFormation). After deployment, the solution retrieves support data and stores it in an S3 bucket. A chat interface is available for users to ask support-related questions once the relevant data is collected and indexed.
AWS has ensured that the QSI solution respects the unique permissions of each user, ensuring secure data access. This robust feature makes Amazon Q Business a valuable tool in helping customers identify recurring issues and adopt preemptive solutions for a more resilient AWS experience. The solution can also be extended to use other internal data sources and optimization opportunities for teams.
