customer_support · energy · workflow

Swisscom builds enterprise agentic AI for customer support and sales using Amazon Bedrock AgentCore

Swisscom faced the challenge of scaling AI agents enterprise-wide while managing siloed agentic solutions, ensuring cross-departmental coordination, and maintaining compliance with Switzerland's strict data protection laws — hitting what they called the 'automation ceiling' where traditional automation approaches could not meet modern business demands.

How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer request triggers agent
The client sends a request to the Strands agent running on AgentCore Runtime, passing an authentication token from the Swisscom IdP.
Tools used
Amazon Bedrock AgentCoreStrands Agents FrameworkAmazon SageMakerModel Context Protocol (MCP)Agent2Agent protocol (A2A)AWS Direct ConnectAmazon EKSRasaOpenTelemetryLangGraph
Outcome

Swisscom deployed two B2C agents — for personalized sales pitches and automated technical support — integrated into their existing SAM chatbot, handling thousands of requests per month each, with development teams delivering their first stakeholder demos within 3-4 weeks and one team migrating from LangGraph to Strands Agents citing reduced complexity.

Results
Time saved3-4 weeks
Volumethousands of requests per month each
Source

https://aws.amazon.com/blogs/machine-learning/how-swisscom-builds-enterprise-agentic-ai-for-customer-support-and-sales-using-amazon-bedrock-agentcore?tag=soumet-20

How we source this →

Grounding & classification
Source type: platform led case
34 fields verified against source quotes, 1 dropped as unverifiable.
agentic workflowai agentcontent generationconversational aimulti agent workflowknowledge basemetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedtelecomemployee productivitythroughput increasetime savedplatform led casecustomer supportit supportsales opsagentic task executionautonomous resolution