When answers are stuck in the system, customers pay the price.
For a leading cloud security provider, delivering rapid, accurate compliance answers was critical to customer trust. Yet as demand surged, support teams found themselves trapped by manual processes. Most end-users weren’t technical, so every question, like “What’s my compliance score?”, required a handoff to engineers. Responses took 30 minutes or more, costs rose, and user experience lagged behind expectations.
Persistent was brought in not just to automate, but to change the way knowledge moved between people and platforms.
The Challenge: When Manual Work Slows Everything Down
The real barrier wasn’t lack of data, but the constant need for human translation between everyday questions and complex technical systems. Support staff had to interpret user requests, construct backend queries, and piece together responses. As queries multiplied, the system strained under the weight of inefficiency, leading to delays, rising expenses, and frustrated clients.
Reimagining Support: GenAI as a Trusted Teammate
Persistent designed a GenAI-powered platform focused on both trust and speed. End-users could now ask questions in plain English and receive clear, validated answers in seconds. Behind the scenes, multiple AI agents handled the technical translation, securely accessed the right data, and delivered understandable responses every time. To ensure quality, an AI “reflection agent” double-checked every answer before it reached the user, guaranteeing both accuracy and confidence. Powered by AWS and Persistent’s own AI accelerator, the platform delivered robust performance and enterprise-grade security at scale.
Impact: Faster Answers, Happier Customers, Trusted Automation
The results were immediate and measurable:
- Average response time dropped from 30 minutes to just 5
- 100 percent query accuracy for tested scenarios
- Staff regained capacity to focus on higher-value work
- End-users got answers instantly, with no technical expertise required
The client became one of the first in their space to offer autonomous, natural language compliance support, raising the standard for customer experience and operational agility.
Why Persistent? Strategic, Secure, and Scalable
- Deep experience automating regulated workflows with GenAI
- Expertise blending business logic, security, and user experience
- Proven accelerators that transform manual effort into enterprise scale
- Partnership approach focused on measurable business value and client trust
From Stalled Service to Accelerated Success
Where manual effort once held back progress, Persistent helped unlock new momentum. Today, the client delivers compliance support at the speed of customer need, setting a new benchmark for trust and transformation in cloud security.
Ready to move past the limits of manual work? Connect with Persistent’s AI Transformation Team.
