DiDi International Business Group partnered with AWS to build an intelligent contact center QA system on Amazon Bedrock, replacing a third-party solution.

The system covers Spanish and Portuguese across ride-hailing, food delivery, and financial services, and includes three pipelines: intent verification, compliance evaluation, and Voice of Customer analysis.

In production, intent verification accuracy improved from 38% to 86%, compliance scoring accuracy exceeded 90%, and VOC analysis reduced hours of manual summarization to minutes.