Revolutionize Enterprise Knowledge Access: First Orion & Amazon Q Business
Breaking down data silos with secure, AI-powered knowledge retrieval
Customer Profile
First Orion (FOC) is a leading telecommunications technology company based in Arkansas, USA, providing branded calling and call protection solutions for businesses and major carriers such as T-Mobile, AT&T, and Metro by T-Mobile. Founded in 2008, it empowers enterprises to brand and secure their calls with innovative products. The company protects hundreds of millions of consumers from fraud, scams, and spoofed calls and employs more than 300 people globally.
Customer Challenges
First Orion needed a unified, secure platform that enables employees to find answers instantly using natural language, replacing hours spent manually searching disparate systems while maintaining strict Role-Based Access Control (RBAC).
Fragmented Systems
Core data stored across Confluence, Zendesk, ServiceNow, Jira, and Salesforce.
Productivity Drain
Employees spent significant time searching for information across multiple interfaces.
Inconsistent Answers
Different teams relied on different versions of the truth, leading to misalignment.
Complex Security Risk
Inability to centralize search while respecting individual user and group permissions across systems.
Partner Solution
HiveTek, an Advanced Tier AWS Partner, deployed AWS Q Business to rapidly create a secure, generative AI-powered knowledge assistant. This solution utilized the platform's native connectors, Generative AI Actions (Plugins), and enterprise-grade Retrieval-Augmented Generation (RAG) capabilities with a focus on identity integration.
Implementation Highlights
Rapid Data Ingestion via Connectors
Leveraged pre-built, secure connectors to link directly to Confluence, Jira, Salesforce, Zendesk, ServiceNow, and Amazon S3.
Unified Indexing with ACL Synchronization
Disparate data indexed into a single knowledge base with automatic Access Control List synchronization to map user and group permissions from each source system.
Secure, Role-Based Conversational Experience
Chat interface enforcing Fine-Grained Access Control (FGAC) at the query level — users only see data they're authorized to view.
Direct, Secured Web Portal Access
End-users accessed the assistant via a dedicated Amazon Q Business URL, integrated with the existing identity provider through AWS IAM Identity Center.
Action-Oriented Workflows via Plugins
Built-in Jira plugin enabled users to create tickets, assign tasks, and streamline DevOps workflows using natural language prompts.
Results
Within 120 days of full deployment, AWS Q Business delivered measurable improvements:
Employees found answers in seconds via chat, versus minutes spent navigating legacy systems.
Common Tier-1 questions resolved by the AI assistant, deflecting support tickets.
FGAC ensures no PII or sensitive internal documents are shared with unauthorized users.
RAG framework ensured every generated answer included direct source citations.
AI assistant successfully replaced manual search as the primary method for knowledge retrieval.
The solution successfully eliminated First Orion's data silos, transforming internal knowledge into an immediate, conversational asset, and solidifying HiveTek's role as a strategic cloud transformation partner focused on secure, AI-driven digital transformation.
Talk to us about your AI transformation →