DTW 2026 - Amdocs Store Genie solution, powered by AWS | AWS Events
Amdocs and AWS deployed a multi-agent telco support system saving 61,000 hours of wait time at PLDT.
“I'm choosing the right model to the right task... using Claude for reasoning, but using the Amazon Nova for these fast queries. And this is reduce our tokens by 95%.”
Amdocs and AWS shipped Store Genie, a multi-agent AI system on Amazon Bedrock AgentCore, now live at Philippine telco PLDT across 140 stores with 800+ reps. The system connects to billing, ordering, and network backends via MCP endpoints—resolving issues that previously took hours in minutes, cutting L2 tickets by 50%. The deployment demonstrates a concrete model-routing cost strategy: Claude for reasoning tasks, Amazon Nova for fast queries, achieving a claimed 95% token reduction.