TrendMicro CEO Eva Chen said the company needed a way for customers to ask questions about security software without repeating themselves every time. The result is Trend’s Companion chatbot, powered by Amazon Bedrock with Amazon Neptune and Mem0 for persistent memory.
The system stores company-specific context across interactions. If a user asks about a firewall setting today and returns tomorrow with a follow-up, the chatbot remembers the earlier conversation. This avoids the frustration of starting explanations from scratch each time.
TrendMicro integrated the solution after testing showed customers struggled with complex security documentation. The chatbot now handles natural language queries about products, troubleshooting steps, and configuration guides. Early feedback indicated users found it easier to get answers without digging through manuals.
The underlying technology uses Amazon Bedrock to run the AI model, Amazon Neptune to store conversation graphs, and Mem0 to maintain long-term memory. TrendMicro’s engineering team built connectors to link these services without rewriting core systems.
Chen said the project aimed to reduce support tickets by 30% in six months. While results are still being measured, internal tests showed a 20% drop in repeated questions during the pilot phase.
Source: aws.amazon.com