# Amazon — How DiDi built intelligent contact center QA with Amazon Bedrock

- Company: Amazon (amazon.com)
- Announced: 2026-09-08T16:11:11+00:00
- Category: not stated
- Coverage: not counted
- Announcement: no
- Group: routine
- Source: https://aws.amazon.com/blogs/machine-learning/how-didi-built-intelligent-contact-center-qa-with-amazon-bedrock/
- Record: https://forck.live/items/9282-how-didi-built-intelligent-contact-center-qa-with-amazon-bedrock
- Subject: Bedrock / Nova

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.

## Evidence

Verbatim from https://aws.amazon.com/blogs/machine-learning/how-didi-built-intelligent-contact-center-qa-with-amazon-bedrock/:

> DiDi partnered with AWS to build an intelligent contact center quality assurance (QA) system on Amazon Bedrock for its International Business Group’s Customer Experience (CX) department.

---

Record: https://forck.live/items/9282-how-didi-built-intelligent-contact-center-qa-with-amazon-bedrock
Catalogue: https://forck.live/llms.txt
Current issue: https://forck.live/feed.md