Challenge
A global media and entertainment company needed to scale and streamline its internal content support operations. As teams across regions generated an increasing volume of media and support requests, manual ticketing and content search processes became major bottlenecks. These inefficiencies slowed response times, reduced productivity, and limited employees’ ability to interact efficiently with internal systems such as ticketing and media asset management platforms.
Solution
TrackIt implemented a fully serverless, GenAI-powered ticketing and media search assistant integrated with Slack. The assistant allowed employees to create tickets and search media assets using natural language, significantly reducing repetitive manual workflows.
Technical Overview
- Slack + AWS Lambda + Amazon SQS: Slack acted as the user interface, Lambda captured and processed messages, and SQS provided scalable queuing.
- Amazon Bedrock (Claude 3.5 Sonnet v2): Functioned as a Supervisor Agent orchestrating multi-agent workflows, routing tasks to specialized sub-agents for ticketing or media search.
- AWS Lambda (Processor & Integrations): Managed message handling and API integrations with ticketing and media systems.
- AWS Secrets Manager: Secured management of API credentials.
- Ticketing & Media Platforms: Served as the internal systems queried by Bedrock Agents using OpenAPI schemas.
Results – AI Ticketing System
The solution automated a substantial portion of internal content support workflows, enabling teams to focus on higher-value activities:
- 40% of content-related tickets handled autonomously.
- 60%+ reduction in manual intervention through AI-managed ticket flows.
- Faster response times and higher employee productivity.
- Improved user experience through seamless Slack-native interactions.
About TrackIt
TrackIt is an international AWS cloud consulting, systems integration, and software development firm headquartered in Marina del Rey, CA.
We have built our reputation on helping media companies architect and implement cost-effective, reliable, and scalable Media & Entertainment workflows in the cloud. These include streaming and on-demand video solutions, media asset management, and archiving, incorporating the latest AI technology to build bespoke media solutions tailored to customer requirements.
Cloud-native software development is at the foundation of what we do. We specialize in Application Modernization, Containerization, Infrastructure as Code and event-driven serverless architectures by leveraging the latest AWS services. Along with our Managed Services offerings which provide 24/7 cloud infrastructure maintenance and support, we are able to provide complete solutions for the media industry.