Pull similar past complaints and fixes for quality handlers
Octave built a Complaint Triage Assistant for regulated manufacturers: it reads complaint emails, photos and PDFs, finds similar past complaints and their corrective actions inside one customer's data, and drafts a brief with a suggested priority. Octave says it absorbs 4-6 hours of work per investigation. The handler still makes the call.
- Agent or tool
- Complaint Triage Assistant (Amazon Bedrock AgentCore)
- Topic
- Customer Support
- Reported on
- Blog (AWS)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 6 by interest), and one of 1 involving Complaint Triage Assistant (Amazon Bedrock AgentCore).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Complaint Triage Assistant (Amazon Bedrock AgentCore) or any similar agent and adjust the details to your situation.
A customer sent a complaint with photos and a PDF. Summarise it, find similar past complaints and what fixed them, and suggest a priority. Show your sources and leave the decision to me.
The prompt breaks down into 3 steps you can check as the agent works:
- A customer sent a complaint with photos and a PDF.
- Summarise it, find similar past complaints and what fixed them, and suggest a priority.
- Show your sources and leave the decision to me.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Blog (AWS): https://aws.amazon.com/blogs/machine-learning/how-octave-built-a-secure-multi-t…. Our summary is a paraphrase; details are in the source.
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