Amazon Team Lead Builds AI Agent to Automate Escalation Root-Cause Analysis

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A customer service team lead at Amazon managing 25 agents built an AI-powered escalation analysis tool as part of Google Cloud's Gen AI Academy APAC program. The agent, developed using Google's Agent Development Kit (ADK) and Gemini, takes a case summary as input and returns a structured JSON analysis covering root cause category, severity, and coaching notes. Previously, this review process was entirely manual, requiring each escalation to be read and tagged individually. The developer noted that defining clear, non-overlapping root-cause categories improved classification consistency more than prompt engineering alone. The agent is deployed on Google Cloud Run, with source code and setup instructions publicly available on GitHub.

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ProgrammingDEV Community ·

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