• Agents can resolve support tickets without human involvement. By using generative AI to analyze tickets and self-resolve them, companies can potentially speed up ticket resolution times and reduce the need for human intervention.
• Amazon Bedrock Agents can access information from the outside world using tools like API calls. This allows them to gather information from sources like databases and use it to make decisions and take actions.
• Amazon Bedrock Agents have a new feature called long-term memory. This feature allows agents to summarize and store information from past conversations so that they can continue conversations seamlessly, even if the session has expired.
• Bedrock's Knowledge Bases are fully managed, taking care of ingestion, chunking, parsing, and the embedding process. This eliminates the need for users to manage infrastructure.
• Agents can use a knowledge base to handle different types of support tickets, such as vacation requests and license creation. The knowledge base can contain proprietary information about company policies and procedures, which the agent can use.