Cross-Platform AI Orchestration with MCP
About the Customer
A large enterprise using both Amazon Bedrock and ServiceNow NowAssist for AI capabilities across different business functions. The organization needed a unified approach to route AI requests to the right platform based on intent and context.
Challenge
The customer operated two separate AI ecosystems — Amazon Bedrock for custom AI workloads and ServiceNow NowAssist for ITSM automation. There was no native cross-ecosystem coordination, leading to duplicated effort, inconsistent responses, and user confusion about which system to query for which task.
Solution
EFS Networks built an MCP (Model Context Protocol) server as an intelligent routing layer between Amazon Bedrock and ServiceNow. The solution uses intent classification to determine which platform should handle each request, enabling seamless cross-platform agent coordination.
The MCP server provides standardized tool interfaces that Bedrock agents can invoke for ServiceNow operations (incident management, change requests, knowledge retrieval) and routes complex reasoning tasks to Bedrock when NowAssist capabilities are insufficient.
Key AWS Services
Amazon Bedrock, Bedrock Prompt Router, AWS Strands Agents SDK, AWS Step Functions, AWS Lambda, Amazon API Gateway.
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