Accelerating Customer Service Transformation: AI Agentic Platforms on AWS

In today’s digital-first world, customer service is a critical differentiator for enterprises across every industry. As customer expectations rise and operational complexity grows, organizations are seeking innovative ways to deliver seamless, efficient, and personalized support at scale. Publicis Sapient’s Multi Agentic Platform for Customer Services, now available in the AWS Marketplace, is redefining what’s possible in customer operations by harnessing the power of AI agents and agentic workflows—enabling enterprises to accelerate transformation, drive efficiency, and deliver superior customer experiences.

Traditional customer service models often struggle to keep pace with the demands of modern consumers. Long wait times, fragmented support channels, and inconsistent experiences can erode customer loyalty and increase operational costs. AI agentic platforms represent a paradigm shift, empowering organizations to deploy intelligent, always-on agents that augment human expertise, automate routine tasks, and proactively resolve customer needs.

Publicis Sapient’s Multi Agentic Platform for Customer Services is purpose-built to help enterprises realize this vision. By integrating advanced generative AI (GenAI) capabilities, robust automation, and enterprise-grade observability, the platform enables organizations to:

• Accelerate time-to-value with pre-built GenAI agent templates and workflow catalogues
• Scale AI-powered customer service across channels and touchpoints
• Enhance efficiency and quality through intelligent automation and seamless integration
• Maintain control and visibility with enterprise observability and automated LLMOps pipelines

The platform offers a comprehensive catalogue of pre-built GenAI agent templates, specifically designed for customer service scenarios. These templates enable rapid deployment of AI agents that can handle a wide range of tasks—from answering FAQs and processing service requests to managing complex, multi-step workflows. By leveraging these ready-to-use templates, organizations can significantly reduce development time and accelerate the rollout of new customer service capabilities.

Managing large language models (LLMs) in production environments can be complex and resource-intensive. The Multi Agentic Platform incorporates an automated LLMOps (Large Language Model Operations) pipeline, streamlining the lifecycle management of AI models. This ensures that customer service agents are always running on the most effective, up-to-date models, with robust monitoring, version control, and governance built in.

Reliability and performance are non-negotiable in customer service. The platform delivers enterprise-grade observability, providing real-time insights into agent performance, workflow execution, and system health. This enables IT and business leaders to proactively identify and resolve issues, optimize operations, and ensure consistent, high-quality customer experiences.

Available as bespoke containers deployed in Amazon ECS and leveraging AWS Bedrock services, the platform is designed for scalability and security. It supports Model Context Protocol (MCP) for easy integration into existing enterprise landscapes and Agent-to-Agent (A2A) communication for orchestrating complex, interconnected workflows. Centralized purchasing and management through AWS Marketplace further streamline procurement, licensing, and access control.

Organizations across sectors are already realizing the benefits of AI agentic platforms for customer service transformation. Here are a few examples of how the Multi Agentic Platform is driving measurable outcomes:

• Financial Services: A leading wealth management firm leveraged the platform to build a contextual search experience for advisors, ingesting real-time financial data and delivering rapid, relevant insights. The migration to AWS enabled the firm to scale the solution to over 20,000 advisors, reduce search response times by 80%, and achieve a 90%+ satisfaction rate among users.
• Automotive: One of the world’s largest automakers used Publicis Sapient’s AI-powered solutions to consolidate and analyze online car shopping data from 190 markets. The result: a digital showroom that prioritized offers and incentives, increased test drives by over 900%, and improved conversion rates—all powered by scalable AI agents on AWS.
• Pharmaceuticals: A global pharmaceutical company deployed generative AI agents to automate the creation of localized marketing collateral, including translations and banner images. The solution reduced content creation costs by 35–45% and dramatically accelerated time to market for new campaigns.

These examples illustrate the platform’s versatility and its ability to deliver efficiency gains, improved customer satisfaction, and rapid time-to-value—regardless of industry.

Publicis Sapient is recognized as a leader in digital business transformation, with deep expertise in AI, cloud, and customer experience. As an AWS Premier Tier Services Partner with competencies in Generative AI, Data & Analytics, and more, Publicis Sapient brings a proven track record of delivering scalable, secure, and innovative solutions for the world’s leading enterprises.

By making the Multi Agentic Platform for Customer Services available in the AWS Marketplace, Publicis Sapient is removing barriers to AI adoption—enabling organizations to:

• Accelerate procurement and deployment with streamlined access through AWS Marketplace
• Leverage enterprise-grade security, scalability, and compliance
• Integrate seamlessly with existing AWS and enterprise systems
• Access expert consulting and support to maximize business value

The future of customer service is intelligent, proactive, and agentic. With Publicis Sapient’s Multi Agentic Platform for Customer Services on AWS, enterprises can unlock new levels of efficiency, agility, and customer satisfaction—while maintaining the control, security, and observability required for mission-critical operations.

Ready to accelerate your customer service transformation? Discover how Publicis Sapient and AWS can help you deploy scalable, AI-powered solutions that deliver real business impact.

Learn more about the Multi Agentic Platform for Customer Services in the AWS Marketplace and start your journey to next-generation customer service today.

Relevant Links

• Publicis Sapient Achieves Premier Tier Status within the AWS Partner Network
• Publicis Sapient Achieves Premier Tier Status within the AWS Partner Network
• Industry Spotlight: Cloud Transformation in Financial Services with Publicis Sapient and AWS
• Transformación Digital en América Latina: El Rol de la Nube, la IA y la Modernización Empresarial (LATAM)
• Publicis Sapient et AWS : Accélérer la transformation digitale des entreprises européennes (Europe)