Question

A developer is building a customer support automation feature. The workflow must: (1) look up an order status from an internal REST API, (2) if the order is delayed, check a shipping-carrier API for updated ETA, and (3) draft a personalized apology email. The exact sequence of API calls varies depending on the order state and the customer's question, which is free-form natural language. The team wants the foundation model itself to decide which tools to call and in what order, with minimal custom orchestration code. Which implementation approach best fits these requirements?

Accepted Answer

Use Amazon Bedrock Agents with two action groups (order lookup and carrier ETA) backed by Lambda functions, letting the agent's orchestration reason over the user request to invoke tools dynamically.

Answer

Build an AWS Step Functions state machine with explicit Choice states that hard-code the branching logic between the order API, carrier API, and the email-generation Bedrock call.

Answer

Use a single Bedrock Converse API call with the full order and carrier data pre-fetched and injected into the prompt, so the model generates everything in one turn.

Answer

Deploy a Lambda function that parses the customer message with regex to determine which API to call, then invokes Bedrock only for the final email text.