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Skill 29 · Knowledge Base For Startups
Subchapter 29.68
references/learn/case-studies/locobuzz-delivers-80-percent-faster-engagement-with-ai-powered-cx.mdMarkdown6 KBView on GitHub
Locobuzz (opens in a new tab) is an omnichannel customer experience platform that helps enterprises respond faster and more intelligently across numerous touchpoints. By unifying customer-facing teams and embedding AI at its core, Locobuzz empowers brands to reduce interaction times, streamline operations, and deliver more relevant engagement in near-real time.
Since migrating fully to AWS, Locobuzz has scaled seamlessly while cutting customer response time by 80 percent and reducing operational costs by 40 percent, enabling global brands to stay responsive and connected.
Locobuzz’s omnichannel platform helps enterprises consolidate fragmented customer interactions. The solution brings together engagement across social, chat, and web, helping brands coordinate social media marketing, customer support, and experience teams from a single dashboard.
Its customers, primarily in banking, retail, telecom, and aviation, use Locobuzz to respond to users faster and with more relevance. “Customer-facing teams often operate in silos,” says Nitinn Aggarwal, Co-founder and CTO of Locobuzz. “Locobuzz breaks those silos and ensures all teams are aligned in how they listen, respond, and engage with customers.”
The platform routes feedback and issues to the right teams, avoids sending irrelevant promotions to unhappy users, and gives brands a real-time view of how their customers are feeling and why.
Before moving to the cloud, Locobuzz ran its operations on bare metal servers, a setup that made sense in the early days but couldn’t match the speed or scale required for real-time social analytics. When a post went viral, usage spiked, and the traditional infrastructure limited its ability to keep up.
“We work in social media analytics. Virality is unpredictable,” Aggarwal says. “You need to scale instantly, and traditional infrastructure couldn’t give us that.”
For a platform used by large enterprises, uptime and speed were non-negotiable. Delays or outages could mean missed moments and damaged reputations. It was clear that the infrastructure needed an overhaul.
The shift to AWS began six years ago, when Locobuzz decided to go all in on the cloud. The team re-architected the entire platform to be fully cloud-native, unlocking on-demand scalability and infrastructure elasticity.
“With AWS, we can scale our operations seamlessly and ensure that we never face any delays or downtime,” says Aggarwal.
Today, the platform auto-scales to handle spikes in traffic and delivers consistent low latency. Freed from infrastructure constraints, the team has focused on faster product releases and deeper innovation.
Key AWS services underpin this transformation. Amazon Elastic Kubernetes Service (opens in a new tab) powers Locobuzz’s containerized architecture, while Amazon OpenSearch Service (opens in a new tab) enables near-real-time sentiment and intent analysis across digital channels.
With a flexible foundation in place, Locobuzz has been able to take innovation a step further by embedding AI across the customer journey. From summarizing tickets to powering dashboards and assisting agents through AI copilots, intelligence is now built into every workflow. “Gen AI is not a bolt-on feature,” says Aggarwal. “It’s at the core of how we build and innovate now.”
Amazon Bedrock (opens in a new tab) plays a central role, with Locobuzz relying on the solution to integrate foundation models like Amazon Nova (opens in a new tab) and Anthropic Claude Sonnet. Each model is chosen based on the task, allowing the team to balance accuracy, speed, and cost.
This architecture helps Locobuzz to deliver highly contextual, automated responses that improve both speed and satisfaction while giving teams actionable insights in the moment.
Locobuzz has reduced customer interaction time by 80 percent through automation and AI. Operational costs have dropped by 40 percent and the platform has maintained near-zero downtime even during unpredictable traffic spikes.
“AWS gave us the foundation to move beyond infrastructure and build a platform where AI drives every customer interaction,” says Aggarwal.
Locobuzz isn’t just keeping pace with modern customer needs, it’s setting the standard for how intelligent, real-time customer experience should work. With AWS powering its infrastructure and AI driving its product, the company is equipped to deliver under pressure, scale instantly, and respond with clarity.
Startups like Locobuzz are able to access the latest AI models and tools through AWS Activate (opens in a new tab), helping them experiment, iterate, and launch solutions. The program also provides AWS Credits (opens in a new tab) which can be used for more than 200 AWS services as well as technical support from cloud engineers. More than 80% of AI/ML unicorns reported by Pitchbook in October 2025 are building on AWS. By joining AWS Activate you can plan a similar path, accessing the scalable infrastructure, support, and AI services needed to grow your business.