# How Bitovi Built a Durable Customer Support AI Agent with Temporal and AWS Bedrock

DevFeed: [How Bitovi Built a Durable Customer Support AI Agent with Temporal and AWS Bedrock](<https://devfeed.tech/articles/what-does-it-take-to-build-a-customer-support-experience-your-users-won-t-hate-ask-bitovi-36100.md>)

Original publisher: [Read original article](<https://temporal.io/blog/what-does-take-build-customer-support-experience-users-wont-hate-ask-bitovi>)

Author: Mark Repka

Published: 2026-05-19T00:00:00Z

Content type: article

Language: en

Sources: [Temporal Blog](<https://devfeed.tech/sources/temporal-blog.md>)

Topics: [AI Agent](<https://devfeed.tech/topics/ai-agent.md>), [Amazon Bedrock](<https://devfeed.tech/topics/amazon-bedrock.md>), [Amazon Web Services](<https://devfeed.tech/topics/aws.md>), [Platform Engineering](<https://devfeed.tech/topics/platform-engineering.md>), [Large Language Model](<https://devfeed.tech/topics/llm.md>), [Inference](<https://devfeed.tech/topics/inference.md>)

Tags: [ai-agent](<https://devfeed.tech/tags/ai-agent.md>), [architecture](<https://devfeed.tech/tags/architecture.md>), [aws](<https://devfeed.tech/tags/aws.md>), [bedrock](<https://devfeed.tech/tags/bedrock.md>), [community](<https://devfeed.tech/tags/community.md>), [customer](<https://devfeed.tech/tags/customer.md>), [durability](<https://devfeed.tech/tags/durability.md>), [observability](<https://devfeed.tech/tags/observability.md>), [retries](<https://devfeed.tech/tags/retries.md>), [sessions](<https://devfeed.tech/tags/sessions.md>)

## AI overview

Bitovi built a customer support AI agent that remembers users across sessions and handles issues without losing conversation context. Its architecture uses a ReAct agent loop in a Temporal Workflow, with workflow state for conversation context, AWS Bedrock Java SDK calls in Activities, and Activity-backed tool execution for retries and observability.

## Source excerpt

How Bitovi's team built a customer service AI agent on Temporal and AWS Bedrock, and why durability was never optional.