Sold by: PwC Australia
This service delivers a coordinated suite of Customer Experience Transformation AI Agents that is powered by AWS Bedrock, designed to elevate customer interactions by treating every customer like a VIP. These agents operate as an integrated intelligence layer that listens, interprets, and acts in real time across digital and human channels. At the heart of the offering is a modular system of agentic capabilities: Listener Agents – Monitor behavioural signals continuously using dynamic listening rules tied to customer context and intent. Analyse Agents – Enrich and interpret signals by applying semantic, contextual, and historical analysis to reveal deeper intent and needs. Triage Agents – Evaluate situations in real-time to determine optimal next-best-actions aligned to customer goals, policy, and journey stages. The system goes beyond reactive engagement—it anticipates needs, surfaces hidden moments of opportunity, and enables goal-based interventions that deepen trust and loyalty.
Overview
Customer Experience Transformation Agents
Who is it for? This service is designed for customer-centric organisations looking to drive loyalty, retention, and personalised engagement at scale. Typical stakeholders include: Chief Customer Officers / Heads of CX: Focused on redesigning engagement from reactive service to proactive, personalised experiences. Marketing & Loyalty Leaders: Seeking deeper behavioural insights and more contextual interventions across the customer lifecycle. Digital Product & CRM Owners: Wanting to operationalise real-time customer signals in apps, platforms, and support journeys. Customer Intelligence & AI Teams: Looking to enrich journey orchestration and automation with LLM-driven signal interpretation. The solution is designed to run entirely on AWS utilising the following AWS services: Amazon S3 Amazon Bedrock Amazon DynamoDB Amazon OpenSearch Service Amazon ECR Amazon ECS / AWS Fargate How Does It Work? Experience Transformation Agents: Core Capabilities Builds on inputs such as: Digital telemetry (clickstreams, session data, app usage) Transaction logs and behavioural event streams CRM and profile data (segments, preferences, journeys) Support interactions, voice of customer, and social sentiment Policies, eligibility rules, and strategic objectives The agents operate as follows: Listener Agents Create and maintain personalised listening rules per customer profile and context. Operate at high frequency to detect real-time behaviours, anomalies, and intent drift. Continuously capture micro-signals across channels (e.g. pauses, hesitations, retries, silent drop-offs). Analyse Agents Enrich raw signals with semantic interpretation, combining context (e.g. time of day, channel, device) and historical patterns. Apply LLM-based reasoning to infer intent, urgency, friction points, and emotional tone. Distinguish routine vs goal-critical behaviours for prioritised treatment. Triage Agents Evaluate next-best-actions using a triad of inputs: Business policy and compliance Customer journey stage and lifecycle value Inferred goal alignment and urgency Trigger interventions (offers, nudges, human outreach) based on goal-fulfilment logic, not just reactive response.
Highlights
- VIP-Level Listening at Scale – Dynamic, profile-aware listening rules make every customer feel seen and understood. Semantic Signal Enrichment – Transforms noise into meaning by embedding context and historical memory. Goal-Based Actioning – Moves beyond reactive next steps to purposeful, journey-aligned interventions. Proactive Journey Influence – Anticipates needs and surfaces optimal touchpoints before customers even ask.
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Delivery method
Deployed on AWS
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