Deploy AI agents that autonomously analyze, respond to, and resolve customer complaints without manual intervention. Reduce response times from hours to near real-time while handling volume spikes seamlessly.
Overview
This Guidance helps organizations address the challenge of managing high volumes of customer complaint emails by automating classification, analysis, and routing through specialized AI agents. When a complaint email arrives, specialized AI agents automatically categorize the issue, generate a concise summary, and determine whether to send an immediate automated response or escalate to a human agent. The system intelligently handles sensitive customer information and stores all interactions for tracking and quality assurance purposes. You can reduce response times, improve customer satisfaction, and free your contact center team to focus on complex issues that truly require human expertise.
Benefits
Automate complaint resolution at scale
Reduce operational overhead with serverless
Eliminate infrastructure management with a fully event-driven, serverless architecture. Focus your team on improving customer experience instead of maintaining complaint-processing systems.
Escalate intelligently to human agents
Route complex complaints to contact center staff with AI-generated analysis already attached. Equip your agents with context so they resolve escalated issues faster and more accurately.
How it works
This architecture diagram illustrates how to effectively support an agentic complaint management system on AWS, leveraging AI agents that can autonomously process, analyze, and respond to customer complaints with minimal human intervention.
Download the architecture diagram.
Step 1
The execution flow begins when a customer sends a complaint to the domain that is registered in Amazon Simple Email Service.
The received email is stored in Amazon Simple Storage Service for later processing.
An email writing to the Amazon S3 bucket triggers the execution of the email processing AWS Lambda function.
That AWS Lambda function retrieves the email content and constructs an input payload for invoking the Amazon Bedrock AgentCore runtime, which provides a secure, serverless environment purpose-built for deploying and scaling AI agents.
The Amazon Bedrock AgentCore runtime processes the complaint using multiple specialized AI agents that analyze the complaint text and generate an appropriate response. The runtime then sends the result to an Amazon Simple Queue Service queue.
When new messages arrive in the Amazon SQS queue, a message-processing AWS Lambda function is invoked.
That AWS Lambda function persists the Amazon Bedrock AgentCore runtime invocation result in an Amazon DynamoDB table.
Additionally, the same AWS Lambda function sends an email response to the customer's original email address. This response includes the analysis and resolution steps generated by the agentic application.
Finally, if the agentic application determines that the complaint should be escalated based on predefined criteria, the message-processing AWS Lambda function forwards the complaint details along with the AI analysis to a contact center human agent through an API integration.
Deploy with confidence
Everything you need to launch this Guidance in your account is right here.
Let's make it happen
Ready to deploy? Review the sample code on GitHub for detailed deployment instructions to deploy as-is or customize to fit your needs.