A care line front door that screens, decides, and follows up with a person in control.
Tactical Edge designs, builds, and operates service workflows on AWS for carriers, communications platforms, network vendors, and fiber, tower, and data-center operators. Follow one call from the first ring to a lasting rule.
What the workflow handles
From the first ring to a lasting rule.
How it works
The demo follows Concierge, a working reference implementation of this workflow that Tactical Edge adapts to each provider's queues, rules, and systems.
Answer and identify
Amazon Connect takes the call and hands it to an agent on Amazon Bedrock AgentCore, which learns the caller's name, account type, and reason.
Decide within rules
Route to a person only when a business is fully down, block requests for codes or PINs, and take a message for everything else.
Follow up with consent
Ask before sending anything, then follow up on WhatsApp with callback times. Email summaries go out through Amazon SES.
Keep a person in control
The operator answers an alert with Always allow, Block, or Not now, and every step is written to a session trace.
Guided demo
Follow one call on a provider's care line.
Pick a caller, change a fact mid-call, and watch the outcome change. The panel beside the call shows what the assistant knows and what it did.
What this demo shows
- What you will see
- One call through a service front door: screening, a decision with its evidence, consent, a WhatsApp follow-up, and an operator rule. Each item is labelled with how it was produced.
- How it runs
- A guided simulation in your browser that follows the rules of Concierge, the reference implementation Tactical Edge adapts. That implementation runs on Amazon Connect, Amazon Bedrock AgentCore, and AWS messaging services.
- What it is not
- Connected to any carrier system, phone number, or customer data. It places no call, and the callers and provider are fictional.
Customer care service front door
Guided simulation with fictional callers
Step 1 of 7: Pick a caller
Choose who is calling the care line.
The systems a pilot adds around the workflow.
None of these is part of this demo. A pilot connects the ones a single queue needs, with read access first and human approval on anything that changes an account.
Your knowledge base
Approved answers about plans, devices, and known issues.
Not part of this demo
Billing system
Read-only charge history, shown only after a caller is verified.
Not part of this demo
Ticketing
Messages become cases in the queue your team already works.
Not part of this demo
Outage feed
Known incidents, so a caller hears what is already being repaired.
Not part of this demo
CRM
Account type and contact preferences for the caller.
Not part of this demo
Caller verification
Your existing identity check, before any account detail is discussed.
Not part of this demo
Turn this workflow into a pilot on your care line.
Tactical Edge scopes one high-volume service workflow, builds it on AWS with human approval on consequential actions, measures it against the current process, and expands it one queue or product line at a time.