Publicis Sapient has announced the availability of its Multi-Agentic Platform for Customer Services in the new AI Agents and Tools category on AWS Marketplace.
The platform is designed to help organisations enhance customer service operations by integrating AI-powered automation with human expertise, with the aim of promoting efficiency, scalability, and rapid deployment of AI solutions.
Platform features
Publicis Sapient’s Multi-Agentic Platform for Customer Services features a pre-built generative AI stack, customer service automation agents, and workflow templates to support faster implementation of AI capabilities.
The system runs on scalable Model Context Protocol servers and offers an automated Large Language Model Operations pipeline for efficiently managing AI models. Additionally, the platform incorporates enterprise observability tools aimed at maintaining performance and reliability across deployments.
The company highlights that these capabilities have been developed to help organisations build and manage large-scale AI agents in customer service environments. This is intended to streamline processes and foster reliable, AI-driven operations across various sectors.
Procurement through AWS Marketplace
By listing in the AWS Marketplace’s new AI Agents and Tools category, Publicis Sapient aims to help customers accelerate the discovery, purchase, and deployment of AI agent solutions.
Buyers can use their AWS accounts to handle procurement, centralising control of licensing, payments, and access. This centralisation is also intended to expedite the traditionally complex processes of vendor evaluation and negotiation.
The platform is available as custom containers that can be deployed in Amazon ECS and leverages AWS Bedrock services. It is designed to integrate with enterprise systems via Model Context Protocol, with support for automated agent-to-agent communication. This allows organisations to implement automated, coordinated processes across existing IT infrastructure.
Australian market context
Angela Robinson, Country Managing Director for Publicis Sapient Australia, commented on the significance of the platform’s launch in the context of local technological advancement.
“Australia is at a turning point in its digital transformation journey, especially in the way services are delivered across the public and private sectors. With major investments like AWS’s A$20 billion expansion of local cloud infrastructure, the conditions are ripe for accelerated adoption of AI at scale. By bringing our Multi-Agentic Platform for Customer Services to the AWS Marketplace, we’re giving Australian organisations the ability to leapfrog legacy systems and build scalable, AI-powered service models that are proactive and resilient. This goes beyond automation and reimagines how businesses can serve people in a more intelligent and connected way.”
Market objectives
The Multi-Agentic Platform is positioned by Publicis Sapient as a tool for organisations looking to reconfigure their customer service delivery by leveraging AI to support and augment human specialists. According to the company, this approach not only seeks operational efficiencies but also aims to improve the overall quality and responsiveness of customer support functions.
The service is tailored to be flexible for various types of deployments and existing technology setups, giving organisations the option to choose a bespoke solution that fits specific requirements. Publicis Sapient believes that such adaptability is important for enterprises looking to modernise their customer engagement methods while managing risk and maintaining robust system performance.
Deployment and integration
Publicis Sapient’s platform is built to support large-scale integration into existing enterprise landscapes, including support for interconnected automation of systems and processes. The company notes that the architecture is designed for scalability and future expansion as organisational needs evolve and as the adoption of AI in customer service grows.
The launch of the platform in AWS Marketplace’s AI Agents and Tools category aligns with broader industry trends around the adoption of cloud-based AI solutions. It also addresses a market demand for tools that facilitate quicker implementation and greater control over digital transformation projects related to customer service.