A telecom's store agent cuts resolution time by up to 98%
Amdocs says its Store Genie agent, built on Bedrock AgentCore, helps PLDT Home in the Philippines cut customer resolution time by up to 98% across its sales and service centres. It was already running at sister company Smart. Vendor press release.
- Agent or tool
- Store Genie (Amdocs aOS, Bedrock AgentCore)
- Topic
- Customer Support
- Reported on
- Press release (AWS / Amdocs)
- 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 19 by interest), and one of 1 involving Store Genie (Amdocs aOS, 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 Store Genie (Amdocs aOS, Bedrock AgentCore) or any similar agent and adjust the details to your situation.
A customer walks into the store with a broadband problem. Look up their account and orders, find the cause, and give the staff member the next step.
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 Press release (AWS / Amdocs): https://press.aboutamazon.com/aws/2026/6/amdocs-expands-store-genie-to-pldt-hom…. Our summary is a paraphrase; details are in the source.
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