High Costs
$350K per year in SaaS fees.
All case studies
AI Automation
AI Chatbot Solution for Iron Mountain
A cloud-native conversational AI platform designed to replace a costly third-party chatbot while improving control, responsiveness, and containment.
ClientIron Mountain
Operations60+ countries
Customers225,000+ organizations
Case studyAI & Automation
↓ 90%Cost reduction
1.2sResponse time
↑ 78%Query containment
4.7★Customer CSAT
The engagement at a glance
The case study describes a cloud-native chatbot replacing an expensive third-party platform. The design combines deterministic handling for known questions, retrieval-augmented generation for more complex requests, and sentiment-aware routing to live agents.
The challenge
What needed to be solved
The existing commercial chatbot model created cost, customization, and data-control concerns.
Limited Customization
Rigid workflows limited the ability to tailor experiences.
Data Privacy
The organization did not have the level of control it wanted over the platform.
Architecture
Cloud-native conversational AI stack
Amazon Lex
Natural-language understanding for conversational interactions.
AWS Lambda
Stateless logic execution for chatbot workflows and known-query handling.
Amazon Connect
Omnichannel interface and live-agent handoff.
Bedrock RAG
Knowledge-based answers for requests that need retrieval and generative AI.
Query handling
A layered path from known requests to complex questions
Pattern Matching
Lambda functions handle known query patterns efficiently.
RAG Fallback
Bedrock's Claude model handles more complex queries using retrieval-augmented generation.
Agent Routing
Amazon Comprehend supports sentiment-based handoff when live-agent support is needed.
First 90 days
Measured improvement after moving to the cloud-native platform
↓ 90%Cost Reduction
1.2sResponse Time
↑ 78%Query Containment
4.7★Customer CSAT
Before & after
Operating-cost comparison
| Metric | Before | After |
|---|---|---|
| Monthly Cost | $29,000 | $2,700 |
| Escalation Rate | 58% | 22% |
| Yearly Savings | N/A | $316,000+ |
Experience
UX enhancements included in the solution
Mobile-Friendly
Responsive chat widget.
Seamless Handoff
Transfer to live agents when needed.
Admin Dashboard
Monitor performance metrics.
With Arina Technologies, we didn't just replace a vendor—we unlocked a capability. Our AI chatbot is faster, cheaper, and truly understands our customers.
Director of Digital InnovationIron Mountain
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