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.

About Riot Games

From Subclip Rendering to SIEM Implementation

Riot Games initially collaborated with TrackIt to address challenges related to the rendering of sub-clips within their Iconik Media Asset Management (MAM) system. TrackIt developed a workflow integrating Iconik with AWS services, significantly enhancing the efficiency and reliability of subclip rendering. 

Building on this success, Riot Games approached TrackIt with the idea of implementing a Security Information and Event Management (SIEM) dashboard to enhance its monitoring capabilities and security oversight. TrackIt assisted Riot by providing multiple options to define and develop a comprehensive solution. This case study explores the implementation of the SIEM dashboard and outlines the approach and technologies employed.

Implementation

Solution Architecture

Workflow steps

The workflow utilized Iconik Shield connected to an Amazon SQS queue for log storage. A dead-letter queue (DLQ) was attached to the primary SQS queue to handle message retries in case of errors.

An AWS Lambda function was responsible for polling the logs from the SQS queue and enhancing them with originating user data and geolocation based on the source IP. The following resources were aggregated for all actions:

• User groups
• Users
• Metadata Views
• Saved Searches
• Jobs

These actions were then indexed into an Amazon OpenSearch Cluster. Dedicated Lambda functions were connected to Amazon EventBridge and triggered on a daily basis to synchronize Iconik users, user groups, metadata views, and saved searches into dedicated OpenSearch indices.

Outcome

The implemented OpenSearch dashboards provide rich visualizations, enabling the Riot Games team to monitor user actions on Iconik. These dashboards offer detailed insights into various user activities, allowing for enhanced tracking and analysis. The entire workflow resides within a Virtual Private Cloud (VPC), ensuring that all data is securely contained and managed. Additionally, the use of a VPN connection guarantees restricted access, further bolstering the security measures in place. 

Riot Games now benefits from a robust and secure monitoring system, facilitating better oversight and control over their media asset management operations.

Metrics

• Increased visibility (at least 50%) and ability to monitor user activity at a granular level
• 30% less chance of security anomalies occurring 

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.