Field dispatch on AWS Communication Developer Services

Many reports. One incident. The right crew, in one tap.

For any organization that sends crews: roadside assistance, home assistance for insurers and utilities. FrontBox folds the many reports of one outage into one incident, lets a tenant policy decide when a person must approve, and offers the job to the right crew as a one-tap WhatsApp message.

Watch the 3-minute demo Open the console

The console requires sign-in. The demo video opens on YouTube.

One live journey, seven steps

LIVE-CURRENT

ReportPortal intake with a GPS pin
Bedrock triageP1, electrical hazard, skill HIGH_VOLTAGE_LINE
One incidentA paraphrased second report merged by the agent
Tenant policyReturned REQUIRE_APPROVAL
Human approvalA Commander approves in the portal
WhatsApp offerOn the crew phone about 6 s after approval
Accept ASSIGNEDOne tap on the crew phone

Final live run, 2026-10-28, synthetic tenant. One run, not a benchmark.

Proven live, labelled honestly

Two live runs reached a one-tap Accept on a real phone.

Report intake, Commander approval, the WhatsApp offer, one-tap Accept and ASSIGNED ran on the 2026-10-28 release, twice. Every figure carries its evidence level.

144 sReport to accept, final runLIVE-CURRENT, n = 1
101 sMedian report to accept over two runs. A record, not a benchmark.LIVE-CURRENT, n = 2
~6 sFrom the Approve click to the offer on the crew phoneLIVE-CURRENT, final run
25AWS services wired together in one CDK appDeployed in the current release

LIVE-CURRENT: ran on this release
LIVE-OLD: ran on an earlier runtime
CI-ONLY: hosted tests with fakes
SOURCE-ONLY: implemented, never run

The citizen side, every SMS send and every SES send are CI-ONLY. The released source passed 2,810 JavaScript and TypeScript tests, 916 Python tests and 48 Playwright tests in hosted CI (CI-ONLY).

The demo, 2:59

Watch the final live run, from report to Assigned.

The run on screen is LIVE-CURRENT: one run, not a benchmark. Other scenes are labelled CI-only or illustrative. The narration uses a synthetic voice.

Watch on YouTube

The problem

One storm. Hundreds of calls. Crews outside the system.

One event, many reports
A storm or a fallen line brings many reports of the same thing, sorted by hand.
Crews sit outside the system
External workers have no seat in the dispatch application, so offers go out by phone tree.
Speed and control pull apart
Some jobs need a person to approve. Each organization should decide which, not the code.
Nearest is not always right
A live power line needs a line crew, not the nearest tow truck.

Illustrative showcase scenarionot a measurement

Nikolaos, a delivery driver in Marousi, Athens, is stuck in his car with a live 20kV line lying across it. A phone tree takes 47 minutes to find help. With FrontBox, a grid line crew accepts in 43 seconds, and 15 reports -> 1 incident.

Scripted fixtures and a narrative comparison. The skill HIGH_VOLTAGE_LINE sends a grid line crew, not a tow truck. Real figures are in Proven live.

How it works

From the first report to a crew on the way.

Report
By the web widget (live), WhatsApp (CI-ONLY) or SMS (CI-ONLY; an SMS has no location, so a person takes it over), with a photo and a location. Faces and number plates are masked first (LIVE-OLD).
Triage
One Amazon Bedrock call returns severity, domain and hazards. Safety rules and a guardrail check it.
One incident
Duplicates fold into one incident by distance, time and wording. Across different callers, only grid-outage reports merge (Titan embeddings and a bounded agent); other domains merge reports from the same caller only.
Policy
A versioned tenant policy decides: dispatch now, ask a Commander, require two reviewers, escalate, or deny.
Match
Amazon Location ranks the qualified crews within 35 km by travel time.
Offer
The crew gets a WhatsApp message with one-tap Accept and Decline. No app and no account: a zero-seat worker.
Close the loop
Accept resumes the workflow and the crew gets a progress request. The reporter gets a status update (CI-ONLY).

Fail closed If no crew accepts, the case becomes Escalated, unassigned and a dispatcher takes over. Never a fake success. LIVE-CURRENT, observed once

The crew moment

One tap on WhatsApp resumes the workflow.

Zero-seat worker. No app and no account in the dispatch system.
The tap resumes AWS Step Functions. The private task token stays in DynamoDB; the buttons carry only an opaque callback ID.
The right message type per worker. Interactive buttons inside the worker's own 24-hour window (LIVE-CURRENT, 2 runs), else the approved template (CI-ONLY). With neither, nothing is sent and the next crew is tried.
Resume once. The callback is resolved server-side and consumed, so one answer wins.

Illustrative mock-up. The real crew phone is below.

Crew phone with the WhatsApp offer and the progress request — **The crew offer on WhatsApp.** 1-Tap Accept and Decline, then the progress request (On the way, On scene, Completed). LIVE-CURRENT

Contractor tab with the persisted assignment next to the crew phone — **Assigned after one tap.** The case header shows "Report to accept: 144 s"; the phone shows the Accept reply and the progress request. LIVE-CURRENT

One platform, four domains

Triage picks the domain. A fixed rule picks the crew skill.

Roadside assistance
MOTOR_ROADSIDEBATTERY_JUMP or FLATBED_TOWING
Battery jump for a drivable car, flatbed towing otherwise.
Home assistance for insurers
HOME_ASSISTANCEEMERGENCY_PLUMBING
Utilities
GRID_UTILITY_OUTAGEHIGH_VOLTAGE_LINE
The domain of the live runs.
Live domain
Medical advisory
MEDICAL_ADVISORYTELE_DOCTOR

An electrical hazard in any domain needs HIGH_VOLTAGE_LINE. The live runs used one synthetic grid tenant, so dispatch in the other three domains is CI-ONLY.

Agentic, with guardrails

The model proposes. Fixed rules and people decide.

One model call per report
Multimodal Amazon Bedrock with a forced record_triage_assessment tool call. No free-text fallback.
Rules after the model
Keyword safety overrides and a prompt-injection screen run on every report.
Guardrail on citizen text
A Bedrock guardrail intervention withholds the model output and forces human review.
A bounded correlation agent
For grid-outage reports, Titan embeddings merge at cosine 0.82 or above. Uncertain pairs go to a Converse tool-use agent: at most 4 turns and 8 tool calls, and any failure falls back to the rule.
Autonomy is tenant policy
A versioned policy returns ALLOW, REQUIRE_APPROVAL, REQUIRE_DUAL_CONTROL, ESCALATE or DENY. When triage withholds confidence, ALLOW becomes a human gate.
A per-sender limit
At most 20 model-backed reports per tenant and sender per clock hour.

Evaluation against a keyword and lexical baseline

LIVE-OLD, 2026-10-18

Earlier runtime. 150 synthetic reports and 60 single-annotator pairs, English and Greek. The FrontBox figures are the model plus deterministic rules.

Domain accuracy: 0.8470.553 keyword
Severity band accuracy: 0.7000.420 keyword
Electrical-hazard recall: 1.00, 0 false negatives0.473 keyword
Duplicate recall, in-sample: 0.892, 33 of 37 merged0.00 lexical

Disclosure: duplicate precision was 1.00 (0 wrong merges) and F1 0.943, in-sample. The first live run on the same 60 pairs scored recall 0.162 and F1 0.279; the prompt and the routing to the agent were then tuned on those pairs. No clean held-out result exists.

Agent trace of the merged report — **A second report in other words, merged by the bounded agent.** AGENT ADJUDICATED, DUPLICATE OF, similarity 0.61, three tool calls. The report joined the open incident, so no second dispatch started. LIVE-CURRENT, n = 1

Built on AWS

25 AWS services, wired together in one CDK app.

The three AWS Communication Developer Services channels carry every participant-facing step. All 25 are deployed in the current release; which steps ran live is in Proven live.

Messaging (CDS)

AWS End User Messaging Social WhatsApp offer and Accept, LIVE-CURRENT
AWS End User Messaging SMS CI-ONLY
Amazon SES v2 CI-ONLY

AI

Amazon Bedrock guardrail, Titan embeddings, Converse agent
Amazon Transcribe
Amazon Rekognition

Workflow

AWS Step Functions
AWS Lambda
Amazon EventBridge
Amazon SQS
Amazon SNS

Data and location

Amazon DynamoDB
Amazon S3
AWS KMS
Amazon Location Service

Access, web and security

Amazon Cognito
Amazon API Gateway
Amazon CloudFront
AWS Certificate Manager
AWS Secrets Manager

Release and operations

AWS CloudFormation
AWS CodePipeline
AWS CodeBuild
AWS CodeDeploy
Amazon CloudWatch

What is live today

Honest limits.

LIVE-CURRENT Report intake, triage, the agent merge, the tenant policy, approval, Amazon Location ranking, the WhatsApp offer and one-tap Accept (triage, the merge, the policy and the ranking on the final run, n = 1).
CI-ONLY The citizen side, every SMS and SES send, the offer template and the SMS nudge.
Pending No approved offer template yet, so an offer reaches only a crew whose own 24-hour window is open. SES is in its sandbox.
Illustrative The 43 seconds stays illustrative until a live median over at least 10 acceptances exists.

AWS CDS Agentic AI Hackathon -Sept. 2026.

See the right crew accept, in one tap.

Two live runs. One tap. ASSIGNED. LIVE-CURRENT

Watch the final live run, then open the console.

Watch the 3-minute demo Open the console

Many reports. One incident. The right crew, in one tap.

Two live runs reached a one-tap Accept on a real phone.

Watch the final live run, from report to Assigned.

One storm. Hundreds of calls. Crews outside the system.

One event, many reports

Crews sit outside the system

Speed and control pull apart

Nearest is not always right

From the first report to a crew on the way.

Report

Triage

One incident

Policy

Match

Offer

Close the loop

One tap on WhatsApp resumes the workflow.

Triage picks the domain. A fixed rule picks the crew skill.

Roadside assistance

Home assistance for insurers

Utilities

Medical advisory

The model proposes. Fixed rules and people decide.

One model call per report

Rules after the model

Guardrail on citizen text

A bounded correlation agent

Autonomy is tenant policy

A per-sender limit

Evaluation against a keyword and lexical baseline

25 AWS services, wired together in one CDK app.

Messaging (CDS)

AI

Workflow

Data and location

Access, web and security

Release and operations

Honest limits.

See the right crew accept, in one tap.