An agentic support workflow that delivers instant website answers and application status through a conversational front door — pulling from your knowledge bases, case systems, and customer records in real time.
Navigator is not a chatbot with a FAQ list. It's an agentic workflow that connects to your actual systems and gives accurate, live answers to the questions your users are really asking.
Explains services, eligibility requirements, deadlines, and program details by drawing from your approved knowledge base — not guesswork. Every answer is grounded in your content.
Checks application status by pulling directly from your case management system in real time. Users get the exact status of their submission — no hold music, no transfers, no guessing.
When confidence is low or a human touch is needed, Navigator escalates gracefully — transferring context, conversation history, and user identity to a live agent with zero friction.
Pulls answers from S3 knowledge bases, internal wikis, CRM records, and public program documentation — a unified view presented through a single conversational interface.
Authenticates users via AWS-backed identity verification before accessing any personal records. PHI and PII are handled with role-scoped access controls and a full audit trail.
Deployed on web chat, voice, SMS, and email. Navigator meets users on whatever channel they prefer — providing a consistent, accurate experience regardless of how they reach out.
The user reaches Navigator via web chat, voice, or SMS. They ask in plain language — no menus, no form fields, no navigation required.
Amazon Bedrock classifies the intent: Is this a general program question? An eligibility question? A status inquiry? A complaint? The classification drives which data sources are queried.
Lambda functions query the appropriate sources: S3 knowledge bases for program information, case management APIs for application status, or CRM records for account details. Answers are always live, never cached stale data.
Bedrock synthesizes the retrieved data into a natural, complete answer. The user receives a direct response — not a link to a page to go read, not a list of suggestions, but an actual answer.
When confidence falls below threshold, or the user requests a human, Navigator initiates a warm handoff — sending the full conversation context to a live agent so nothing has to be repeated.
Navigator replaces the experience of hunting through web pages, calling a phone number, and waiting on hold — with a single, instant, accurate response grounded in your actual systems.
Navigator runs entirely within your AWS environment — no third-party data pipelines, no external AI clouds. Your data stays in your infrastructure, governed by your policies.
Omnichannel contact handling — voice, chat, SMS, and web — routing interactions through Navigator's agentic workflow automatically.
Intent classification, knowledge base retrieval, and conversational response generation — powered by foundation models running securely in your AWS account.
Serverless function layer that queries case systems, CRM APIs, and knowledge bases on demand — no persistent servers, no idle costs, sub-second execution.
Stores program documentation, policy PDFs, and FAQ content that Bedrock retrieves for accurate, citation-backed answers. Version-controlled and access-logged.
All sensitive data retrieved from case and CRM systems is encrypted in transit and at rest. KMS manages key rotation with full audit logging of every access event.
Real-time monitoring of conversation volume, intent classification accuracy, escalation rates, and system health — surfaced through customizable dashboards.
Navigator reduces call volume by resolving common questions instantly, giving every user a direct, accurate answer without ever waiting on hold. When an application needs to be started or completed, Intake takes over — guiding the user through a structured interview that captures exactly what your caseworkers need.
Together, they reduce wait times, improve consistency, and let your human team focus on exceptions, sensitive cases, and approvals.
Talk to our team about your knowledge bases, case systems, and the questions your users ask most. We'll show you Navigator in your environment.