AWS Sales representatives faced challenges as AI adoption scaled, requiring over 20 domain-specific agents for CRM operations, meeting scheduling, and compliance checks. Without orchestration, representatives had to manually manage context across fragmented conversations, consuming time that could be spent understanding customer needs. The AWS Sales team adopted Amazon Bedrock AgentCore to address this, creating Field Advisor as a central layer that routes requests to specialized agents while maintaining a single conversational interface.
Sales reps interact with a unified interface, allowing Field Advisor to handle routing, context maintenance, and coordination of approvals for sensitive operations. This enables faster, more informed responses to global sales needs. Field Advisor supports six key workflows for AWS sales teams, including multi-agent orchestration, embedded access to daily tools, human-in-the-loop workflows, context and memory management, knowledge base retrieval, and proactive recommendations.
Since launch, sales reps have submitted over 120K prompts, reducing the need for system navigation and allowing more time for customer engagement. The migration to Amazon Bedrock AgentCore also consolidated seven AWS accounts into a single runtime and eliminated custom-built systems for memory, observability, and authentication.
Source: awsml
