23 September 2025
Anyone who’s ever logged a support ticket knows the feeling: you’re stuck, you need help, and you just want your issue resolved quickly. Yet, too often, the process involves waiting—waiting for the ticket to be picked up, waiting for it to be escalated to the right team, waiting for the resolution to finally come back.
At Cloud Bridge, we asked ourselves a simple question: why should our customers wait at all, when AI could do the heavy lifting?
That’s where our Automated Triage System (ATS) comes in. Powered by generative AI, ATS behaves just like a human helpdesk agent—reading tickets, checking details, escalating when required—but it does it faster, more consistently, and 24/7.
The Problem We Wanted to Solve
In our managed services teams, one recurring challenge was the handling of AWS support tickets. Customers would raise issues that often needed escalation directly to AWS. Instead of speeding things up, our role in the middle sometimes slowed things down.
Engineers were spending 15–30 minutes per ticket just gathering information and raising cases with AWS. Multiply that by hundreds of tickets per month, and you get dozens of engineer hours lost to repetitive triage—time that could be spent fixing problems, innovating, or helping customers move faster.
We knew we needed to rethink the process:
Enter AI Triage
Our solution is straightforward but highly effective: a GenAI-powered triage agent that integrates seamlessly into existing helpdesk systems like Zendesk, ServiceNow, or Freshdesk, and connects directly with AWS Support via the AWS Support API.
Instead of engineers manually reading, tagging, and escalating every ticket, ATS automates those steps:
The Results
The benefits are already clear:
In addition, there’s a business advantage too: many customers ask whether they need AWS Enterprise Support. While valuable, the $10k/month minimum can be a barrier. ATS bridges that gap—delivering faster escalations and smoother support experiences without the heavy spend.
How We Built It
We designed ATS in line with AWS best practices and the Well-Architected Framework:
Security: Sensitive info is encrypted at rest and in transit, IAM roles follow least privilege, and AWS Secrets Manager secures credentials. No customer account numbers are stored outside the ticket system.
Reliability: A serverless, event-driven architecture built on EventBridge, SQS, and Lambda ensures availability, retries, and fault tolerance.
Operational Excellence: Serverless Application Model (SAM)
Cost Optimisation: Serverless scaling eliminates idle costs, and simpler tickets can be routed to smaller, cheaper models.
Under the hood, ATS runs as a SaaS platform hosted entirely on AWS. Customers just install a lightweight integration into their help desk—no complex deployments required.
Looking Ahead
Today, ATS focuses on triage and escalation. But this is only the start. We’re already exploring:
Automated remediation for common issues using AWS Systems Manager (e.g., restarting an instance).
Bedrock Agents for dynamic knowledge retrieval and multi-step automation.
Multi-model routing to reduce costs further.
AWS Marketplace availability, making it easier for ISVs to adopt ATS in their support stack.
Our long-term vision is ambitious:
Why This Matters
The value of ATS is in its seamlessness. Customers don’t need to learn a new tool. Engineers don’t need to adapt to a new workflow. The system simply handles the repetitive steps in the background, freeing people to focus on complex, high-value work.
This isn’t about replacing people—it’s about augmenting teams with AI. For customers, that means faster resolution, consistent quality, and support that scales as their business grows. For engineers, it means less drudgery and more meaningful work.
Why Cloud Bridge?
Technology alone doesn’t deliver transformation — consultancy does. Connecting ATS into your help desk is straightforward. The real challenge is data integration, security, and aligning automation with support workflows. That’s where our AWS expertise and managed services experience make the difference.
We’ve seen firsthand the results ATS can deliver: faster escalations, happier customers, and engineers with more time to innovate. More importantly, we’ve proven that the best AI outcomes don’t come from chasing hype. They come from asking the right questions, solving real customer problems, and building solutions that deliver measurable business value.
👉 If you’re ready to explore how automation and AI can transform your support processes, let’s talk.