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Mobileye Enhances Support Operations with Amazon Bedrock AgentCore
Mobileye deployed an AI support agent on Amazon Bedrock AgentCore to significantly reduce response times and improve support efficiency, while maintaining enterprise security standards. This case study illustrates how AI can transform support operations in large-scale enterprise environments.
AS1 NewsSource: aws.amazon.com
AMZNMobileye, a leader in autonomous driving technology with over 230 million EyeQ chips deployed worldwide, faced a support bottleneck in managing routine status inquiries from its Data Collection Processing pipeline. These inquiries, which previously required manual navigation across multiple systems, diverted skilled engineers from more complex tasks.
To address this, Mobileye implemented an AI support agent using Amazon Bedrock AgentCore. The solution aimed to automate responses to support tickets with high accuracy and minimal infrastructure overhead. The team conducted a proof of concept, utilizing Anthropic Claude foundation models accessed via Mobileye’s internal LLM Gateway, which provided governed, quota-managed access to foundation models.
The proof of concept demonstrated that the AI agent could classify tickets with 95% accuracy and respond within two minutes, significantly faster than manual processes. Building on this success, Mobileye deployed the AI support agent in a hybrid architecture that bridges their on-premises ticketing system with AWS cloud services. This architecture includes on-premises components like the Local Orchestrator and internal ticketing system, and cloud components such as AgentCore Runtime, observability tools, Secrets Manager, and data connectivity services.
The deployment resulted in a 98% success rate, a 90% reduction in response times, and automation of 66% of support tickets. The AI support agent enabled engineers to focus on more complex issues, saving hundreds of hours and improving overall support efficiency.
Encouraged by these results, Mobileye developed an internal platform allowing other teams to deploy AI agents easily, fostering enterprise-wide automation. This platform automates infrastructure provisioning and deployment, ensuring security and operational standards are maintained.
Overall, Mobileye’s use of Amazon Bedrock AgentCore exemplifies how enterprises can leverage managed AI platforms to scale support operations securely and efficiently, transforming manual workflows into intelligent automation.
The deployment of AI support agents has significantly improved operational efficiency and response times in Mobileye’s support processes, demonstrating the potential for AI to enhance enterprise support functions.