Omnichannel Concierge

Inspiration

What it does

How we built it

Challenges we ran into

Accomplishments that we're proud of

What we learned

What's next for Omnichannel Concierge

Inspiration In healthcare, patients often forget to renew their prescriptions or abandon their treatments because reminders are poorly timed or sent on the wrong channel. We wanted to build a solution that doesn't just send rigid, one-way notifications, but instead acts as an intelligent agent that follows the patient wherever they are most comfortable (SMS, RCS, WhatsApp, or Email). This inspired us to create the Omnichannel Concierge, a seamless, multi-channel AI assistant designed for the AWS CDS Agentic AI Hackathon.

⚙️ What it does The Omnichannel Concierge is an agentic application built on AWS Communication Developer Services (CDS). When a patient needs a prescription refill, the agent initiates a conversation. If the patient prefers SMS, it sends a reminder. If they reply, the agent can dynamically switch to a rich RCS card with pickup slots, or finalize the confirmation via Amazon SES (Email). It features a live, real-time cyberpunk dashboard that visualizes the agent's reasoning and the channels being used.

🛠️ How we built it Backend: Node.js (Express) to handle the API and webhooks.

Agentic Brain: The decision-making logic is designed to integrate with Amazon Bedrock AgentCore to choose the best channel and next step based on the patient's input.

AWS CDS Integration:

Amazon SES (v2 SDK): Used for sending real emails.

AWS End User Messaging (EUM): Mapped for sending SMS, RCS rich cards, and WhatsApp messages.

Frontend: A custom real-time dashboard (HTML/JS/CSS) using Server-Sent Events (SSE) to show the live flow of conversations.

Security: Strict IAM policies and SES Identity Authorization to ensure only authenticated runtime execution.

🚧 Challenges we faced The biggest challenge was configuring the AWS IAM and Amazon SES permissions correctly for the v2 SDK. We had to set up identity authorization policies and ensure the environment variables (like the FromEmailAddressIdentityArn) were strictly mapped so the Node.js app could authenticate and send emails outside the sandbox.

🏆 Accomplishments that we're proud of Successfully implementing a real runtime execution of AWS SES (not just a simulation).

Building a fully functional, multi-language (EN/FR/ES/PT) agentic flow.

Creating a highly visual, real-time dashboard that makes it easy to understand the agent's reasoning.

📚 What we learned We learned how to orchestrate multi-channel communications using AWS CDS. We also gained deep hands-on experience with AWS IAM policies, SES identity verification, and the intricacies of the AWS SDK v2 for Node.js.

🚀 What's next for Omnichannel Concierge We plan to fully integrate Amazon Bedrock AgentCore for autonomous reasoning, add DynamoDB for persistent conversation state, and deploy the application to AWS Marketplace so healthcare providers can easily adopt it.

Built With

• amazon-bedrock
• amazon-bedrock-agentcore
• amazon-web-services
• aws-cds
• aws-iam
• aws-ses
• email
• html5
• javascript
• node.js