Proofpoint deployed Amazon Q Business to automate administrative tasks and deliver insights in customer services
Proofpoint integrated Amazon Q Business into its professional services and consulting teams to automate repetitive administrative work and deliver customer-specific insights. The deployment uses Amazon Q Apps over enterprise data sources including Amazon S3, Microsoft SharePoint, and Totango, with a Proofpoint Chat UI front end and a phased rollout that started in January 2024 and reached production in October 2024. The team created more than 30 custom Amazon Q Apps for follow-up emails, health check analysis, renewal justifications, meeting summaries, and custom responses.
- Organization
- Proofpoint
- Industry
- Professional Services
- Location
- United States
- Published
- September 2025
Reported outcomes
+40%
productivity increase in administrative tasksProductivity & throughput
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Workflow Automation
- 2Knowledge Management
- 3Customer Service
- Consultants spent significant time on non-call administrative tasks such as follow-up emails, health check analysis, executive reporting, meeting summarization, and renewal justifications.
- Proofpoint needed faster and more consistent customer-specific outputs from enterprise knowledge while maintaining data quality and accuracy.
- Deployed Amazon Q Business and Amazon Q Apps as a production service for the services team.
- Built a data strategy with documentation review, metadata tagging, a vetting process for new documents, and tribal knowledge capture.
- Integrated a custom Proofpoint chat UI with Amazon Q Business and enterprise data sources, and experimented with agentic plugins and actions for further automation.
- Active users achieved a 40% productivity increase in administrative tasks.
- Amazon Q Apps saved more than 18,300 hours annually, including 10,000+ hours for customer analysis and insights, 3,000 hours for executive reporting, 1,000 hours for meeting summaries, and 300 hours for renewal justifications.
- The deployment improved customer engagement, renewal processes, and access to knowledge.
Architecture
Proofpoint Chat UI connects to Amazon Q Business, which accesses enterprise data sources including Amazon Simple Storage Service, Microsoft SharePoint, and Totango. The implementation uses Amazon Q Apps for task-specific workflows and is expanding toward agentic actions and plugins to route queries to appropriate tools. Proofpoint also adopted a phased rollout, documentation review, metadata tagging, a vetting process for new documents, and daily synchronization/feedback mechanisms to maintain answer quality and data governance.
Sources & evidence1
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