Developer Builds AWS Customer Support Agent, Learns Limits of AI Decision-Making

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A developer enrolled in Udacity's Future AWS Agent Engineer Nanodegree Program, funded through an AWS AI & ML Scholarship, built a customer support agent using Amazon Bedrock AgentCore, AWS Lambda, and DynamoDB. The agent was designed to classify customer interactions as bug reports, FAQ queries, or cases requiring human support. Completed in roughly two days, the project passed on the first attempt with a correctness score of 0.83. The key learning came from two evaluation failures where the agent created bug-report tickets despite missing required information, such as steps to reproduce or environment details. This highlighted a critical distinction: an AI model understanding a request is not the same as having sufficient information to act on it safely.

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