Automate customer complaint classification with AI agents on AWS

This article demonstrates how financial institutions can automate customer complaint classification using Amazon Bedrock AgentCore and Strands Agents SDK to meet regulatory requirements while improving efficiency.

• Real-time complaint analysis during customer calls using Amazon Transcribe Streaming for speech-to-text conversion
• AI-powered classification with defensible rationale, severity assessment, and context-aware resolution suggestions
• Supervisor Agent routes confirmed complaints to specialized Complaints Agent for independent testing and auditing
• Configurable taxonomy stored in Amazon Bedrock Knowledge Base enables customization without code changes
• PII redaction using Amazon Comprehend protects sensitive data before agent processing
• Comprehensive audit trail via AWS CloudTrail and CloudWatch Logs demonstrates regulatory compliance
• Achieved 97.5% complaint detection accuracy and 100% category accuracy on fee disputes in testing
• End-to-end processing reduced from 5-9 minutes manual triage to 18 seconds automated processing
• Solution includes Streamlit testing interface and AWS CDK deployment scripts available on GitHub

The solution enables financial institutions to reduce mean time to resolution, consistently meet regulatory deadlines (FINRA, CFPB, FCA), lower operational costs through automated routing, and improve customer satisfaction with faster responses.