Demo: Personalized Experiences with Agentic AI
A traveller is stuck with a 48-hour delay. Watch an AI voice concierge rebook the hotel, update the trip and hand a medical request to a live agent with the full story attached.
Watch the demo
Dan Perlman walks through one scenario from start to finish on Amazon Connect Customer. The customer gets a text about the delay, calls in, and never has to explain the situation twice. AI handles the routine work. A person steps in the moment the request gets serious.
What you will see
- Proactive outreach by SMS, with that context carried into the call
- An AI voice concierge that handles hotel rebooking, itinerary changes and local tour ideas in plain conversation
- Backend systems updated in real time, with boarding passes and vouchers sent straight to the customer's phone
- Intent and sentiment detection that routes a high-risk medical request to a live agent
- The agent workspace: an AI-written contact summary and step-by-step guides that walk the agent through the case
Chapters
- 00:00 Intro and the CX challenge
- 00:50 The 5 stages of AI customer experience
- 02:28 Live demo: AI voice concierge and self-service rebooking
- 04:11 Edge case: escalating a high-priority request
- 04:52 Agent workspace tour
- 05:51 AI summaries and step-by-step guides in action
- 08:30 Wrap up
Want the architecture behind it? The Personalized CX webinar runs the same scenario and shows how Amazon Bedrock, Nova Sonic and AgentCore fit together.
Want to see this on your own customer journeys?
Tell us what you run today and we will walk your team through it.
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