Chatbet: Transforming customer engagement with generative AI

Jump Cube • 21 de mayo de 2026

Chatbet, an innovative digital betting platform in Colombia, faced significant challenges in scaling its support operation at the same pace as the growth of its user base. Jump Cube, an AWS Partner, implemented a Customer Engagement Agent (CEA) powered by Amazon Bedrock to automate customer interactions through messaging channels such as WhatsApp. The solution drastically reduced response times, generated significant operational savings, and allowed the support team to focus on complex, high-value cases. This transformation has enabled Chatbet to scale its customer service efficiently while maintaining quality and regulatory compliance.


About the Customer


Chatbet is an innovative technology company specializing in online betting, headquartered in Colombia. Its solution turns messaging applications such as WhatsApp and Telegram into powerful betting platforms, offering users a seamless, agile, and frictionless experience. Designed to simplify betting operators’ workflows and maximize the player experience, Chatbet redefines the way people interact with digital betting.


Customer Challenge


Chatbet’s rapid growth led to an exponential increase in customer inquiries related to regulations, betting rules, and account issues. With an expanding user base generating multiple daily requests, manually handling these inquiries became increasingly complex and demanding. The support team spent countless hours answering repetitive questions, which resulted in:


  • Significant delays in response times, affecting customer satisfaction
  • Higher operational costs due to manual support management
  • Reduced team availability for complex, high-value cases
  • Limited scalability as user volumes continued to grow
  • Difficulty delivering consistent, compliant regulatory information
  • Without addressing these challenges, Chatbet risked losing customers to competitors with better support experiences and limiting its ability to scale operations effectively.


Why AWS


Chatbet chose AWS as its cloud platform because of its comprehensive portfolio of AI and machine learning services, especially Amazon Bedrock, which provides secure access to leading foundation models. AWS’s robust security infrastructure and compliance standards were crucial for handling sensitive customer data in a regulated industry such as betting. In addition, AWS’s pay-as-you-go pricing model and strong presence in Latin America made it the ideal choice for transforming Chatbet’s customer engagement.


Why the Customer Chose the Partner


Jump Cube stood out as the ideal partner for this project because of its specialized expertise in generative AI solutions and its proven Customer Engagement Agent (CEA) platform built on AWS services. Its low-code approach and innovation-driven methodology aligned perfectly with Chatbet’s need for a fast and scalable solution. Jump Cube’s understanding of customer service challenges and its experience in conversational AI automation made it especially qualified to meet Chatbet’s requirements.


Partner Solution


Jump Cube developed a comprehensive Customer Engagement Agent solution using several key AWS services:

The solution architecture centers on Amazon Bedrock, which provides access to powerful foundation models capable of understanding and generating natural language. The flow begins when customers send messages via WhatsApp, which are automatically processed through the following steps:


  • Message ingestion: Amazon API Gateway securely receives incoming customer messages.
  • Intelligent processing: Amazon Bedrock analyzes the messages, identifying intent and context.
  • Knowledge base query: Amazon DynamoDB stores and retrieves relevant information from a customized knowledge base aligned with betting regulations.
  • Response generation: The AI agent generates accurate, personalized responses in natural language.
  • Escalation: Complex cases are seamlessly routed to human agents with the full conversation context.


Results and Benefits


  • The implementation of the Customer Engagement Agent delivered significant and measurable benefits for Chatbet:
  • Reduction of response times from minutes or hours to under 5 seconds for common inquiries
  • Autonomous resolution of most routine requests
  • 24/7 support availability without the need to increase staff
  • Improved team productivity by allowing agents to focus on complex, high-value cases
  • Higher customer satisfaction thanks to immediate and accurate responses
  • Consistent and compliant delivery of information regarding betting regulations


About the Partner


Jump Cube is an innovative technology company that emerged from its prototyping lab to become a leading provider of tailored enterprise solutions. Its specialty is developing and implementing generative AI-powered solutions using AWS Cloud services. Through its proprietary low-code platform, Jump Cube enables organizations to rapidly deploy customized solutions that drive business growth and operational efficiency. Its focus on innovation and deep knowledge of AWS services make it a valuable partner for companies seeking to leverage cutting-edge technology for their digital transformation.

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Por AWS • 26 de mayo de 2026
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Por AWS • 26 de mayo de 2026
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