About the Company
Cartly is an e-commerce platform that enables small businesses and social sellers to manage online
storefronts, products, payments, inventory, and orders. The platform supports sellers through digital
commerce workflows that require coordination between seller information, product information, order
activity, payment status, and operational support processes.
Customer Challenge
As seller and order activity increased, Cartly’s internal support and operations teams needed to
handle enquiries involving sellers, orders, payments, products, inventory, and platform processes.
Before working with Scyda Technologies, staff could need to manually search across different
operational records and documentation to understand a seller’s issue, identify the applicable
procedure, and prepare an appropriate response.
This created repetitive information-retrieval work and made it more difficult to maintain consistent
responses when cases required information from multiple sources. Support staff also needed to
distinguish between general platform guidance and information specific to a particular seller or order.
Partner’s Solution
Scyda Technologies implemented an internal Generative AI Seller Support Intelligence Assistant
using Amazon Bedrock, powered by Anthropic’s Claude Sonnet 4.5 model. The assistant provides
authorised support and operations staff with a natural-language interface for retrieving seller and
order information, understanding platform procedures, summarising cases, and preparing response
drafts.
Amazon Bedrock Knowledge Bases provides retrieval-augmented access to approved seller support
documentation, order-management procedures, payment guidance, platform documentation, and
troubleshooting materials stored in Amazon S3. AWS Lambda orchestrates application requests and
provides controlled access to permitted seller, order, payment, and product information.
Amazon API Gateway and Amazon Cognito provide the application API and staff authentication layer.
Amazon DynamoDB supports the solution’s operational data requirements, while Amazon Bedrock
Guardrails, AWS IAM, AWS KMS, Amazon CloudWatch, and AWS CloudTrail provide security,
governance, monitoring, and audit controls.
The assistant is designed to support staff rather than autonomously modify seller or customer
records. Staff review generated information and response drafts before communicating with sellers or
performing operational actions
.
Results and Benefits
● Support staff can retrieve seller, order, payment, and platform information through a single
conversational interface.
● The assistant reduces repetitive manual searching across operational records and support
documentation.
● Staff can generate structured case summaries and response drafts more efficiently.
● Approved platform procedures and support guidance are used to ground responses.
● The solution helps provide a more consistent approach to recurring seller and order enquiries.
● Human review remains part of the support workflow before information is communicated or
operational records are changed.
About the Partner
Scyda Technologies is an AWS Advanced Partner providing cloud and AI solutions that help
organisations modernise business processes, develop intelligent applications, and build secure and
scalable workloads on AWS.