Customers expect personalized, intelligent, and connected experiences—and organizations must move quickly to meet them. Brillio’s Agentforce-Powered Customer Experience (CX) PoC is a strategic 6–8 week AWS-native engagement that allows enterprises to ideate, validate, and demonstrate digital CX transformation at scale. Using Brillio’s proven Agentforce framework, combined with AWS-native services like Amazon Bedrock, Connect, AppSync, Cognito, and Lambda, we co-create a modular and scalable PoC aligned to your customer engagement goals. Whether you’re modernizing support, automating claims, digitizing onboarding, or orchestrating self-service, this engagement helps bring your vision to life—without the risk of long-term investment.

Our agile, consultative approach includes stakeholder discovery, CX journey mapping, AI and automation design, and AWS environment setup. We then deliver a working PoC complete with demo walkthrough, documentation, and next-step guidance.

Deliverables:

Throughout the eight-week engagement, you'll witness your Agentforce PoC take shape with regular weekly showcases, providing clear visibility into our progress. By the end, Brillio will deliver a proof of concept designed to bring your customer engagement vision to life, whether that involves personalized experiences, prompt responses, or proactive outreach.

Here are a few artefacts you will be getting as part of the engagement:

· Functional Prototype: A working PoC built on AWS and Agentforce accelerators

· Reference Architecture: Cloud-native solution architecture using AWS services

· Documentation: Technical and business overview of the implemented solution

· Demo Walkthrough: Playback session with stakeholders

· Next Steps Roadmap: High-level planning guide for scaling beyond the PoC

AWS Services Utilized:

• Amazon Bedrock – Gen AI for conversation design, summaries, and sentiment extraction

• Amazon Connect – For intelligent voice and chat routing

• Amazon AppSync & Cognito – Secure user identity and real-time sync

• AWS Lambda & DynamoDB – Serverless backend automation

• Amazon S3 & CloudFront – Content and asset delivery

• CloudWatch – Monitoring and observability of CX workflows

Key features:

• Agentforce CX Experience Framework – Modular methodology with accelerators to rapidly design and validate CX use cases.

• Omnichannel Engagement Orchestration – Seamlessly manage interactions across web, mobile, voice, and chat with intelligent design.

• Gen AI-Driven Personalization – Use Amazon Bedrock for real-time, context-aware personalization and proactive responses.

• Contact Center Modernization – Modernize voice/chat support with Amazon Connect, smart routing, and AI-powered agent assist.

• Real-Time Data Sync & Identity Management – Ensure secure, real-time personalization using AppSync and Cognito.

• Serverless Automation & Scalability – Automate experiences using Lambda and DynamoDB in an event-driven architecture.

• Customer Journey Analytics – Analyze behavioral data to optimize engagement strategies using AWS-native tools.

• Industry-Agnostic Architecture – Scalable for use across healthcare, insurance, retail, and other high-touch industries.

Business Benefits:

• Accelerated Innovation: Test high-impact CX use cases without long-term commitment

• Improved Satisfaction: Design smarter journeys with Gen AI, automation, and intelligent feedback

• Scalable Foundation: Modular, secure architecture built on AWS-native best practices

• Streamlined Ops: Identify manual workflows ripe for automation

• Stakeholder Alignment: Showcase future-state CX with a live PoC