Amazon Bedrock AgentCore and Nova 2 Sonic: Building Omnichannel Orders on AI Agents

Amazon Web Services has published a detailed technical guide on creating a full-fledged omnichannel order system based on two key services: Amazon Bedrock AgentCore and Amazon Nova 2 Sonic. The guide demonstrates how modern agent platforms allow companies to receive and process orders through voice interfaces, messengers, web chats, and other channels within a unified architecture.

Amazon Bedrock AgentCore is a next-generation agent platform for building, deploying, and operating AI agents at industrial scale. Its key distinguishing feature: support for any agent frameworks — LangChain, LlamaIndex, CrewAI, AutoGen, and others, as well as any foundational models, including third-party ones via Bedrock. Developers are not locked into a specific stack and can work with what they already know. AgentCore handles the infrastructure: security, automatic scaling, monitoring, and agent state management.

Amazon Nova 2 Sonic is a multimodal language model optimized for real-time speech interaction. The model understands natural speech, maintains dialogue context, and generates responses with minimal latency. In the ordering scenario, this is critical: a customer can call, dictate an order composition, clarify details, and receive confirmation — without human operator involvement.

Omnichannel has long become a mandatory requirement for retail and e-commerce. Customers expect equally convenient experience regardless of channel: phone, WhatsApp, Telegram, website, or voice assistant. The problem is that traditional integrations require separate development for each channel, and maintaining a unified context of customer history is extremely difficult. AgentCore offers a systemic answer: a unified agent architecture across any input channels.

The architecture of the described solution consists of several layers. At the input — normalization of requests from different channels into a unified format. Next, AI agents based on Nova 2 Sonic work: they understand customer intentions, conduct dialogue, request clarifications. Business logic — inventory verification, delivery calculation, order creation — is implemented through tool calls to external services. AgentCore manages the entire chain: monitors agent states, logs actions, ensures security of inter-service communications.

AWS positions AgentCore as a production-ready solution, not a proof of concept. The guide details security mechanisms, scaling for high loads, and integration with existing ERP and CRM systems. This lowers the barrier to entry for companies ready to transition customer service to AI agents without building infrastructure from scratch.

The publication is another signal of the accelerating race of agent platforms. Microsoft Copilot Studio, Google Vertex AI Agent Builder, Salesforce Agentforce — all are moving in the same direction. Amazon's advantage is deep integration with its own cloud ecosystem and a wide choice of models in Bedrock. For companies already operating in AWS, transitioning to agent scenarios becomes technically simpler and cheaper than ever.