Bedrock Triage Agent

Autonomous Triage: The AI Agent That Knows When to Answer and When to Escalate.

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Bedrock Triage Agent: AI-Powered Customer Support for the Future

🚀 Project Overview

Bedrock Triage Agent is an autonomous, AI-driven customer support system built for modern businesses. Designed for hackathons and real-world deployment, it leverages Amazon Bedrock Agents, AWS Lambda, and a React frontend to deliver instant, intelligent triage and escalation for customer queries.

💡 Inspiration

Customer support is often slow, repetitive, and expensive. I wanted to build an agent that could:

  • Instantly answer common questions
  • Route complex issues to the right human team
  • Maintain context and memory across conversations
  • Integrate seamlessly with existing systems

What it does

Bedrock Triage Agent is an autonomous, AI-powered customer support system. It:

  • Analyzes user queries and intent
  • Answers common questions using a knowledge base
  • Retrieves order status
  • Escalates complex issues to human agents with full context
  • Maintains session memory for conversation continuity
  • Displays real-time feedback and escalation alerts in the frontend

How I built it

  • Backend: Node.js 18.x, Serverless Framework, AWS Lambda, Amazon Bedrock Agent Runtime
  • Frontend: React + TypeScript, Tailwind CSS
  • Cloud: AWS (Bedrock, Lambda, API Gateway)
  • AI: Amazon Bedrock Agent (Claude 3.7 Sonnet)
  • Three mock tools (policy lookup, order status, ticket creation) integrated as Bedrock Agent action groups
  • Strict API contracts and security checks
  • Mock fallback for local development

Challenges I ran into

  • Integrating Bedrock Agents and custom tools
  • Managing secure API contracts and environment variables
  • Handling multi-agent collaboration and escalation logic
  • Ensuring seamless communication between frontend and backend
  • Debugging serverless offline/local development issues

Accomplishments that I am proud of

  • Fully autonomous triage and escalation logic
  • 7/7 backend tests passed (policy, order, escalation, security, validation)
  • Responsive, accessible frontend with clear escalation alerts
  • Real API calls with serverless offline and AWS Bedrock integration
  • Comprehensive documentation and test suites

What I learned

  • How to build and configure Bedrock Agents with custom action groups
  • Best practices for secure API design and cloud deployment
  • The importance of session memory and context in customer support
  • Strategies for multi-agent collaboration and escalation
  • How to deliver a seamless user experience with real-time feedback

What's next for Bedrock Triage Agent

  • Add more tools and integrations (Jira, Zendesk, CRM)
  • Enhance analytics and reporting
  • Expand to voice and mobile platforms
  • Improve AI reasoning and autonomous capabilities

Built With

  • amazon-bedrock-agent-runtime
  • api-gateway
  • aws-lambda
  • bedrock-agent
  • claude-3.7-sonnet
  • css
  • node.js
  • react
  • serverless-framework
  • tailwind
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