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Title
Swisscom builds enterprise agentic AI for customer support and sales on Amazon Bedrock AgentCore
…ces. Results and benefits: Real-world implementation with self-service use case Swisscom partnered with AWS to implement Amazon Bedrock AgentCore for two B2C cases: 1) generating personalized sales pitches, and 2) providing automated customer support for technical issues like self-service troubleshooting. Both agents are being integrated into Swisscom’s existing customer generative A…
Description
Swiss telecom provider Swisscom uses Amazon Bedrock AgentCore (Runtime, Identity, Memory) with the Strands Agents framework to build and scale customer-facing support and sales agents. Agents are shared across departments via MCP servers and the A2A protocol, and run under Swiss data protection requirements. The blog post co-written with Swisscom staff describes the architecture and challenges rather than quantified results.
…customers and strict latency requirements. Throughout the development process, the team created an agent for each use case designed to be shared across the organization through MCP and A2A. Amazon Bedrock AgentCore has proven instrumental in these implementations. By u…
…e Agent2Agent protocol (A2A) , for seamless agent communication across domains. Operating under Switzerland’s strict data protection laws, they’ve developed a framework that balances compliance requirements with effic…
Company
Swisscom
…ranslating AI’s potential into scalable, production-ready solutions. Swisscom , Switzerland’s leading telecommunications provider with an estimated $19B revenue (2025) and over $37B Market capitalization as of…
Country
Switzerland
…ranslating AI’s potential into scalable, production-ready solutions. Swisscom , Switzerland’s leading telecommunications provider with an estimated $19B revenue (2025) and over $37B Market capitalization as of…
Industry
Telecommunications
…ranslating AI’s potential into scalable, production-ready solutions. Swisscom , Switzerland’s leading telecommunications provider with an estimated $19B revenue (2025) and over $37B Market capitalization as of…
Problem
Scaling AI agents enterprise-wide means managing siloed agentic solutions while coordinating across departments, with secure authentication and authorisation, interoperability of shared MCP servers and agents, and customer insight, evaluation and observability, all under Switzerland's strict data protection laws.
…rotection standards. Solution overview: Swisscom’s agentic AI enabler framework The challenge of enterprise-wide scaling of AI agents lies in managing siloed agentic solutions while facilitating cross-departmental coordination. Swisscom addresses this through Model Context Protocol (MCP) servers and the Ag…
…e Agent2Agent protocol (A2A) , for seamless agent communication across domains. Operating under Switzerland’s strict data protection laws, they’ve developed a framework that balances compliance requirements with effic…
Solution
Swisscom used Amazon Bedrock AgentCore (Runtime, Identity and Memory) with the Strands Agents framework. It built two B2C agents, one generating personalised sales pitches and one providing automated technical-issue support, which are being integrated into its generative AI chatbot SAM and shared across the organisation through MCP and A2A.
…omated customer support for technical issues like self-service troubleshooting. Both agents are being integrated into Swisscom’s existing customer generative AI-powered chatbot system called SAM, necessitating high-performance agent-to-agent communication protocols due to t…
…customers and strict latency requirements. Throughout the development process, the team created an agent for each use case designed to be shared across the organization through MCP and A2A. Amazon Bedrock AgentCore has proven instrumental in these implementations. By u…
Business value
According to the source, development teams reached their first business stakeholder demos within 3-4 weeks despite no prior Strands Agents experience, and one project team migrated from LangGraph to Strands Agents citing reduced complexity and faster development. The source describes the architecture and challenges rather than quantified business results.
…ion of Strands Agents framework has been particularly valuable in this journey: Development teams achieved their first business stakeholder demos within 3-4 weeks, despite having no prior experience with Strands Agents. One project team migrated from their LangGraph implementation to Strands Agents…
…demos within 3-4 weeks, despite having no prior experience with Strands Agents. One project team migrated from their LangGraph implementation to Strands Agents, citing reduced complexity and faster development cycles. The framework’s native OpenTelemetry integration supported seamless export of p…
AI capabilities
Agentic AI, Conversational AI
…omated customer support for technical issues like self-service troubleshooting. Both agents are being integrated into Swisscom’s existing customer generative AI-powered chatbot system called SAM, necessitating high-performance agent-to-agent communication protocols due to t…
Technology
Amazon Bedrock AgentCore, Strands Agents
…a scalable foundation that accelerates deployment rather than constraining it. The integration of AgentCore Runtime, Identity, and Memory services accelerated the infrastructure setup so teams could focus on business value. Framework selection drives velocity : The adoption of Strands Agents framework…
…nds of requests per month each, maintaining low latency while optimizing costs. The adoption of Strands Agents framework has been particularly valuable in this journey: Development teams achieved their first business stakeholder demos within 3-4 w…
Headline outcome
…ion of Strands Agents framework has been particularly valuable in this journey: Development teams achieved their first business stakeholder demos within 3-4 weeks, despite having no prior experience with Strands Agents. One project team migrated from their LangGraph implementation to Strands Agents…
Use case type
Conversational assistant
…omated customer support for technical issues like self-service troubleshooting. Both agents are being integrated into Swisscom’s existing customer generative AI-powered chatbot system called SAM, necessitating high-performance agent-to-agent communication protocols due to t…
