# Amazon — How Fanatics Betting and Gaming built a multi-agent customer support system

- Company: Amazon (amazon.com)
- Announced: 2026-08-19T20:40:45+00:00
- Category: product-launch
- Subject: Bedrock / Nova
- Models affected: Amazon Nova 2 Lite, Anthropic Claude
- Source: https://aws.amazon.com/blogs/machine-learning/how-fanatics-betting-and-gaming-built-a-multi-agent-customer-support-system/
- Record: https://forck.live/items/4300-how-fanatics-betting-and-gaming-built-a-multi-agent-customer-support-system

Fanatics Betting and Gaming built a multi-agent customer support system on AWS using Amazon Bedrock. The system includes a Responsible Gaming classification agent powered by Amazon Nova 2 Lite and a Supervisor Agent running Anthropic Claude.

## Evidence

Verbatim from https://aws.amazon.com/blogs/machine-learning/how-fanatics-betting-and-gaming-built-a-multi-agent-customer-support-system/:

> A Responsible Gaming classification agent, powered by Amazon Nova 2 Lite, evaluates every message against a compliance-approved classification framework. High-severity classifications trigger an immediate transfer to a human agent with full conversation context. The Supervisor Agent, running Anthropic Claude on Amazon Bedrock, determines which tools to invoke based on the customer’s intent

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