How Fanatics Betting and Gaming built a multi-agent customer support system
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Fanatics Betting and Gaming (FBG) developed a multi-agent customer support system on AWS to handle the complexity of sports betting, where rules vary by state and demand spikes during live events. The system uses an orchestrator pattern, with a supervisor agent on Amazon Bedrock that routes requests to specialized tools, including a custom RAG pipeline, account and transaction MCP servers, and a transfer-to-agent tool. Built on Amazon EKS and using Spring AI, the architecture allows independent scaling and updating of components. Amazon Bedrock Guardrails screen for prompt injection, while a Responsible Gaming classifier powered by Amazon Nova 2 Lite detects harmful patterns and escalates high-severity cases to human agents. The custom RAG pipeline uses Amazon Titan embeddings and combines state-specific and general knowledge to provide accurate answers. This design helped FBG deliver faster, more accurate support, reduce operational costs, and maintain compliance with responsible gaming requirements.
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