AWS reference architectureAutomated resolution
A AWS reference architecture for automated resolution in Customer Support. Triggered by knowledge gap or macro drift detected, Padiso orchestrates 3 specialist agents on Amazon Bedrock AgentCore, reaching knowledge base and your tools through the Model Context Protocol, with budgets, approvals and an audit trail throughout.
AWSRuntime: Amazon Bedrock AgentCoreTrigger
Knowledge gap or macro drift detected
Customer Support
Orchestration
Padiso Orchestrator
goals · tasks · heartbeat
Governance
budgets · approvals · audit
Runtime & agents
Agent runtime
Amazon Bedrock AgentCore
Triage agent
agent
Resolution agent
agent
Escalation agent
agent
Integrations · MCP
MCP gateway
Your systems
Knowledge base
Helpdesk
Analytics
How the data flows
Trigger: Knowledge gap or macro drift detected
- 1
A knowledge agent spots recurring questions with no good macro
- 2
It drafts or updates the macro and KB article
- 3
Routes the change for review
- 4
Approved updates publish to the helpdesk
Agent team
- Triage agent
- Resolution agent
- Escalation agent
Integrations
Reached through the Model Context Protocol, scoped and governed.
Runtime & data
Amazon Bedrock AgentCore
Knowledge base
Helpdesk
Analytics
Security & operational considerations
- Human review before KB publish
- Versioned macros with rollback
- Change history retained
AWS deployment
Deployed in your AWS account on Bedrock AgentCore, with IAM scoping, PrivateLink to your VPC, and CloudTrail/CloudWatch for audit and observability.
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