One Stack, Zero Manual Routing: How a Rideshare Leader Modernized on AWS

It's the middle of a peak Friday shift, and a support agent at a fast-scaling rideshare company is juggling three different browser tabs just to close out a single case. The inbox is still piling up with emails that have to be sorted by hand before anyone can even start working them. One case, three tools, and the queue keeps growing behind it.

Now scale that up to the volume of a platform moving millions of riders and drivers a day, and the pattern becomes impossible to ignore: a fragmented toolset forcing agents to switch context constantly, hours lost every day to manual email sorting, and no straightforward runway toward the GenAI features the business is ready to build next.

What changed

Rather than a simple platform swap, this rideshare company set out to build an AWS-native contact center that could keep pace with its growth. NeuraFlash was brought in to lead the charge, retiring Zendesk, Twilio, and Verint in favor of one connected system built on Amazon Connect.

The transformation touched nearly every layer of the operation. Manual email sorting gave way to intuitive email routing, while IVR logic got simpler and more maintainable through Connect Data Tables. NeuraFlash also cleaned up recurring call-routing bugs and built agents a one-click way to pull call recordings straight from the case — a fast, compliant path to access recordings when legal needs them.

Here's what that unlocked:

• 100+ hours saved every day by automating email processing that used to be done by hand
• Three legacy tools consolidated into one platform, ending the constant tool-switching
• Compliance recordings available in a single click, instead of a manual, cross-system lookup
• A ready foundation for GenAI, with Amazon Q in Connect and Amazon Bedrock layered onto Amazon Connect

It doesn't stop there

The migration itself moved fast, but the work didn't end at go-live. NeuraFlash kept building on the foundation, opening the door to real-time GenAI experiences powered by Bedrock and further automation across queue management. 

It's a playbook NeuraFlash has now repeated across 150+ Amazon Connect deployments: bring the stack together, take the manual work off agents' plates, and leave both agents and compliance teams with something they can depend on.We don't build it and walk away. We stay in it with you, continuously optimizing as your needs evolve and the technology moves forward.

Ready to see what this could look like for your organization? Book a discovery call with us today.

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