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Genpact Cora Agentic CX Services

Genpact Cora Agentic CX Service is an AWS-native Agentic AI service designed to automate complex customer experience workflows across industry specific value chains. In the banking industry, it addresses use cases such as card dispute resolution, account unlocks, collections optimization, and everyday banking support. As part of its initial launch, the service includes a configurable Cards Dispute Management & Claim automation process. Built on Amazon Bedrock Agents and integrated with services that include Amazon Lex, Lambda, Step Functions, and DynamoDB, Cora Agentic CX Service enables autonomous, end-to-end service journeys. Backed by Genpact’s domain expertise, the service is designed to help deliver measurable outcomes—faster resolution, higher AI-based containment, and improved customer satisfaction.

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About

Genpact Cora Agentic CX Service is an enterprise-grade Agentic AI service, purpose-built on AWS to automate and orchestrate complex customer experience journeys across industry specific value chains. Modular and scalable, the service is designed to address high-friction workflows—starting with customer service issues in banking such as card disputes, account locks, collections, and everyday banking. These journeys are powered by autonomous AI agents and delivered across digital, voice, and assisted service channels. As part of its initial launch, Cora Agentic CX Service includes a configurable Cards Dispute Management & Claim automation process aligned with customer-specific rules and operational needs, with a roadmap to expand into additional use cases across industries such as financial services, insurance, retail, healthcare, hitech and manufacturing.

The service leverages Amazon Bedrock Agents as the agentic orchestration layer—executing multistep workflows such as customer guidance, knowledge base access for chargeback policies, and backend system updates. The workflow is built using the following AWS services:

Amazon Lex for multimodal customer interactions

Amazon DynamoDB (or Amazon RDS) for transaction retrieval

AWS Lambda for decision execution

AWS Step Functions for backend orchestration

Amazon S3 for secure document handling

AWS Inferentia and AWS Trainium for model inference and tuning

End users receive real-time confirmation within the same chat or voice session, including updates on claim status or card reissuance—reducing a typically multi-day, multi-team process to just minutes.

What sets Cora Agentic CX Service apart is Genpact’s deep domain expertise incorporating operational best practices and AI-driven blueprints refined through billions of customer interactions. By embedding intelligence into every step of the journey—and combining it with accelerators built on Amazon Connect and Amazon Bedrock—Cora Agentic CX Service enables measurable outcomes: faster dispute resolution, higher first-contact containment, reduced fraud exposure, and improved customer satisfaction.

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