Customer service is where AI agents are being put to the test. It's one of the biggest sources of customer frustration, and one of the few places where an improvement shows up in the numbers: resolution rate, satisfaction, cost per resolution.
On AWS you can now build an agent that answers questions, takes actions and hands over to a person, on the phone and in chat, in days instead of months. But the tools change every few weeks, and with AI writing much of the code, any team can pick them up. The tool no longer sets you apart. What does is your operation: your domain, your APIs, and the procedures the agent works inside.
We'll start with how customer service bots got here. Then we'll look at today's architecture from high up, from both text and voice. Last comes the part that usually sets the timeline, which is integration. "Months to days" is true for the agent. Whether it's true for your business depends on what your systems let an agent do.