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Unlocking the future of professional services: How Proofpoint uses Amazon Q Business

This post was written with Stephen Coverdale and Alessandra Filice of Proofpoint.
At the forefront of cybersecurity innovation, Proofpoint has redefined its professional services by integrating Amazon Q Business, a fully managed, generative AI powered assistant that you can configure to answer questions, provide summaries, generate content, and complete tasks based on your enterprise data. This synergy has transformed how Proofpoint delivers value to its customers, optimizing service efficiency and driving useful insights. In this post, we explore how Amazon Q Business transformed Proofpoint’s professional services, detailing its deployment, functionality, and future roadmap.
We started this journey in January 2024 and launched production use within the services team in October 2024. Since that time, the active users have achieved a 40% productivity increase in administrative tasks, with Amazon Q Apps now saving us over 18,300 hours annually. The impact has been significant given that consultants typically spend about 12 hours per week on non-call administrative tasks.
The time savings are evident in several key areas:
- Over 10,000 hours annually through apps that support customer data analysis and deliver insights and recommendations
- 3,000 hours per year saved in executive reporting generation, which will likely double when we deploy automated presentation creation with AI-powered hyper-personalization
- 1,000 hours annually on meeting summarizations
- 300 hours per year preparing renewal justifications—but the real benefit here is how quickly we can now turn around customized content at a scale we couldn’t achieve before
Beyond these time savings, we’ve seen benefits in upskilling our teams with better access to knowledge, delivering additional value to clients, improving our renewal processes, and gaining deeper customer understanding through Amazon Q Business. This productivity increase means our consultants can focus more time on strategic initiatives and direct customer engagement, ultimately delivering higher value to our customers.
A paradigm shift in cybersecurity service delivery
Proofpoint’s commitment to evolving our customer interactions into delightful experiences led us to adopt Amazon Q Business across our services and consulting teams. This integration has enabled:
- Enhanced productivity – Consultants save significant time on repetitive tasks, reallocating focus to high-value client interactions
- Deeper insights – AI-driven analytics provide a granular understanding of customer environments
- Scalable solutions – Tailored applications (Amazon Q Apps) empower consultants to address customer needs effectively
Transformative use cases through Amazon Q Apps
Amazon Q Business has been instrumental in our deployment, and we’ve developed over 30 custom Amazon Q Apps, each addressing specific challenges within our service portfolio.
Some of the use cases are:
1. Follow-up email automation
- Challenge – Consultants spent hours drafting follow-up emails post-meetings
- Solution – Amazon Q Apps generates curated follow-up emails outlining discussion points and action items
- Impact – Consistent customer tracking, reduced response time, and multilingual capabilities for global reach
2. Health check analysis
- Challenge – Analyzing complex customer health assessments and understanding customer changes over time
- Solution – Amazon Q Apps compares files, providing an overview of key changes between two health checks, and a generated summary to help support customer business reviews (CBRs) and progress updates
- Impact – Improved communication and enhanced customer satisfaction
3. Renewal justifications
- Challenge – Time-intensive preparation for renewal discussions
- Solution – Tailored renewal justification points crafted to demonstrate the value we’re delivering
- Impact – Scalable, targeted value articulation, fostering customer retention
4. Drafting custom responses
- Challenge – Providing in-depth and specific responses for customer inquiries
- Solution – Amazon Q Apps creates a personalized email draft using our best practices and documentation
- Impact – Faster, more accurate communication
The following diagram shows the Proofpoint use cases for Amazon Q Business.
The following diagram shows the Proofpoint implementation. Proofpoint Chat UI is the front end that connects to Amazon Q Business, which connects to data sources in Amazon Simple Storage Service (Amazon S3), Amazon Redshift, Microsoft SharePoint, and Totango.
Data strategy: Laying the foundation to a successful deployment
Proofpoint’s successful integration of Amazon Q Business followed a comprehensive data strategy and a phased deployment approach. The journey involved crucial data preparation and documentation overhaul with key aspects noted below.
Quality documentation:
- Conducted thorough review of existing documentation
- Organized and added metadata to our documentation for improved accessibility
- Established vetting process for new documents
Knowledge capture:
- Developed processes to document tribal knowledge
- Created strategies for ongoing knowledge enrichment
- Established metadata tagging standards for improved searchability
We’ve primarily used Microsoft SharePoint document libraries to manage and support this process, and we’re now replicating this model as we onboard additional teams. Conducting sufficient testing that Amazon Q Business remains accurate is a key to maintaining the high efficacy we’ve seen from the results.
Going forward, we’re also expanding our data strategy to capture more information and insights into our customer journey. We want to make more data sources available to Amazon Q Business to expand this project scope so it covers more work tasks and more teams.
Journey of our successful Amazon Q Business rollout
Through our AWS Enterprise Support relationship, Proofpoint received full support on this project from the AWS account team, who helped us evaluate in detail the viability of the project and use expert technical resources. They engaged fully to help our teams with the use of service features and functionality and gain early usage of new feature previews. These helped us optimize and align our development timelines with the service roadmaps.
We established a rigorous vetting process for new documents to maintain data quality and developed strategies to document institutional knowledge. This made sure our AI assistant was trained in the most accurate and up-to-date information. This process enlightened us to the full benefits of Amazon Q Business.
The pilot and discovery phases were critical in shaping our AI strategy. We quickly identified the limitations of solely having the chat functionality and recognized the game-changing potential of Amazon Q Apps. To make sure we were addressing real needs, we conducted in-depth interviews with consultants to determine pain points so we could then invest in developing the Amazon Q Apps that would provide the most benefits and time savings. App development and refinement became a central focus of our efforts. We spent a significant amount of time prompt engineering our apps to provide consistent high-quality results that would provide practical value to our users and encourage them to adopt the apps as part of their processes. We also continued updating the weighting of our documents, using the metadata to enhance the output. This additional work upfront led to a successful deployment.
Lessons learned
Throughout our journey of integrating Amazon Q Business, we’ve gleaned valuable lessons that have shaped our approach to AI implementation within our services and consulting areas. One of the most compelling insights is the importance of a robust data strategy. We’ve learned that AI is only as smart as we make it, and the quality of data fed into the system directly impacts its performance. This realization led us to invest significant time in identifying avenues to make our AI smarter, with a focus on developing a clear data strategy across our services and consulting teams to make sure we realize the full benefits of AI. We also discovered that having AI thought leaders embedded within our services function is key to the success of AI implementation, to bring that necessary understanding of both the technology and our business processes.
Another lesson was that time investment is required to get the most out of Amazon Q Business. The customization and ongoing management are key to delivering optimal results. We found that creating custom apps is the most effective route to adoption. Amazon Q Business features no-code simplicity for creating the apps by business-oriented teams instead of programmers. The prompt engineering required to provide high-quality and consistent results is a time-intensive process. This underscores the need for dedicated resources with expertise in AI, our business, and our processes.
Experimentation on agentic features
Amazon Q Business has taken a significant leap forward in enhancing workplace productivity with the introduction of an intelligent orchestration feature for Amazon Q Business. This feature transforms how users interact with their enterprise data and applications by automatically directing queries to appropriate data sources and plugins. Instead of manually switching between different work applications, users now seamlessly interact with popular business tools such as Jira, Salesforce, ServiceNow, Smartsheet, and PagerDuty through a single conversational interface. The feature uses Retrieval Augmented Generation (RAG) data for enterprise-specific knowledge and works with both built-in and custom plugins, making it a powerful addition to the workplace technology landscape. We’re experimenting on agentic integration with Totango and a few other custom plugins with Orchestrator and are seeing good results.
Looking ahead
Looking ahead, Proofpoint has outlined an ambitious roadmap for expanding our Amazon Q Business deployment across our customer-facing teams. The key priorities of this roadmap include:
- Expansion of data sources – Proofpoint will be working to incorporate more data sources, helping to unify our information across our teams and allowing for a more comprehensive view of our customers. This will include using the many Amazon Q Business data source connectors, such as Salesforce, Confluence, Amazon S3, and Smartsheet, and will expand the impact of our Amazon Q Apps.
- Using Amazon Q Business actions – Building on our successful Amazon Q deployment, Proofpoint is set to enhance its tool integration strategy to further streamline operations and reduce administrative burden. We plan to take advantage of Amazon Q Business actions using the plugin capabilities so we can post data into our different customer success tools. With this integration approach, we can take note of more detailed customer insights. For example, we can capture project progress from a meeting transcript and store it in our customer success tool to identify sentiment concerns. We’ll be able to gather richer data about our customer engagements, which translates to providing even greater and more personalized service to our customers.
- Automated workflows – Future enhancements will include expanded automation and integrations to further streamline our service delivery. By combining our enhanced data sources with automated actions, we can make sure our teams receive the right information and insights at the right time while reducing manual intervention.
- Data strategy enhancement – We’ll continue to refine our data strategy across Proofpoint Premium Services, establishing best practices for documentation and implementing systems to record undocumented knowledge. This will include developing better ways to understand and document our customer journey through the integration of various tools and data sources.
Security and compliance
As a cybersecurity leader, Proofpoint makes sure that AI processes comply with strict security and privacy standards:
- Secure integration – Amazon Q Apps seamlessly connects to our various data sources, safeguarding sensitive data
- Continuous monitoring – Embedded feedback mechanisms and daily synchronization uphold quality control
Conclusion: Redefining cybersecurity services
Amazon Q Business exemplifies Proofpoint’s innovative approach to cybersecurity. With Amazon Q Business AI capabilities, we’re elevating our customer experience and scaling our service delivery.
As we refine and expand this program, our focus remains unwavering: delivering unmatched value and protection to our clients. Through Amazon Q Business, Proofpoint continues to set the benchmark in cybersecurity services, making sure organizations can navigate an increasingly complex threat landscape with confidence.
Learn more
About the Authors
Stephen Coverdale is a Senior Manager, Professional Services at Proofpoint. In addition to managing a Professional Services team, he leads an AI integration team developing and driving a strategy to leverage the transformative capabilities of AI within Proofpoint’s services teams to enhance Proofpoint’s client engagements.
Alessandra Filice is a Senior AI Integration Specialist at Proofpoint, where she plays a lead role in implementing AI solutions across Proofpoint’s services teams. In this role, she specializes in developing and deploying AI capabilities to enhance service delivery and operational efficiency. Working closely with stakeholders across Proofpoint, she identifies opportunities for AI implementation, designs innovative solutions, and facilitates successful integration of AI technologies.
Ram Krishnan is a Senior Technical Account Manager at AWS. He serves as a key technical resource for independent software vendor (ISV) customers, providing help and guidance across their AWS needs including AI/ML focus — from adoption and migration to design, deployment, and optimizations across AWS services.
Abhishek Maligehalli Shivalingaiah is a Senior Generative AI Solutions Architect at AWS, specializing in Amazon Q Business. With a deep passion for using agentic AI frameworks to solve complex business challenges, he brings nearly a decade of expertise in developing data and AI solutions that deliver tangible value for enterprises. Beyond his professional endeavors, Abhishek is an artist who finds joy in creating portraits of family and friends, expressing his creativity through various artistic mediums.
Books, Courses & Certifications
Powering innovation at scale: How AWS is tackling AI infrastructure challenges

As generative AI continues to transform how enterprises operate—and develop net new innovations—the infrastructure demands for training and deploying AI models have grown exponentially. Traditional infrastructure approaches are struggling to keep pace with today’s computational requirements, network demands, and resilience needs of modern AI workloads.
At AWS, we’re also seeing a transformation across the technology landscape as organizations move from experimental AI projects to production deployments at scale. This shift demands infrastructure that can deliver unprecedented performance while maintaining security, reliability, and cost-effectiveness. That’s why we’ve made significant investments in networking innovations, specialized compute resources, and resilient infrastructure that’s designed specifically for AI workloads.
Accelerating model experimentation and training with SageMaker AI
The gateway to our AI infrastructure strategy is Amazon SageMaker AI, which provides purpose-built tools and workflows to streamline experimentation and accelerate the end-to-end model development lifecycle. One of our key innovations in this area is Amazon SageMaker HyperPod, which removes the undifferentiated heavy lifting involved in building and optimizing AI infrastructure.
At its core, SageMaker HyperPod represents a paradigm shift by moving beyond the traditional emphasis on raw computational power toward intelligent and adaptive resource management. It comes with advanced resiliency capabilities so that clusters can automatically recover from model training failures across the full stack, while automatically splitting training workloads across thousands of accelerators for parallel processing.
The impact of infrastructure reliability on training efficiency is significant. On a 16,000-chip cluster, for instance, every 0.1% decrease in daily node failure rate improves cluster productivity by 4.2% —translating to potential savings of up to $200,000 per day for a 16,000 H100 GPU cluster. To address this challenge, we recently introduced Managed Tiered Checkpointing in HyperPod, leveraging CPU memory for high-performance checkpoint storage with automatic data replication. This innovation helps deliver faster recovery times and is a cost-effective solution compared to traditional disk-based approaches.
For those working with today’s most popular models, HyperPod also offers over 30 curated model training recipes, including support for OpenAI GPT-OSS, DeepSeek R1, Llama, Mistral, and Mixtral. These recipes automate key steps like loading training datasets, applying distributed training techniques, and configuring systems for checkpointing and recovery from infrastructure failures. And with support for popular tools like Jupyter, vLLM, LangChain, and MLflow, you can manage containerized apps and scale clusters dynamically as you scale your foundation model training and inference workloads.
Overcoming the bottleneck: Network performance
As organizations scale their AI initiatives from proof of concept to production, network performance often becomes the critical bottleneck that can make or break success. This is particularly true when training large language models, where even minor network delays can add days or weeks to training time and significantly increase costs. In 2024, the scale of our networking investments was unprecedented; we installed over 3 million network links to support our latest AI network fabric, or 10p10u infrastructure. Supporting more than 20,000 GPUs while delivering 10s of petabits of bandwidth with under 10 microseconds of latency between servers, this infrastructure enables organizations to train massive models that were previously impractical or impossibly expensive. To put this in perspective: what used to take weeks can now be accomplished in days, allowing companies to iterate faster and bring AI innovations to customers sooner.
At the heart of this network architecture is our revolutionary Scalable Intent Driven Routing (SIDR) protocol and Elastic Fabric Adapter (EFA). SIDR acts as an intelligent traffic control system that can instantly reroute data when it detects network congestion or failures, responding in under one second—ten times faster than traditional distributed networking approaches.
Accelerated computing for AI
The computational demands of modern AI workloads are pushing traditional infrastructure to its limits. Whether you’re fine-tuning a foundation model for your specific use case or training a model from scratch, having the right compute infrastructure isn’t just about raw power—it’s about having the flexibility to choose the most cost-effective and efficient solution for your specific needs.
AWS offers the industry’s broadest selection of accelerated computing options, anchored by both our long-standing partnership with NVIDIA and our custom-built AWS Trainium chips. This year’s launch of P6 instances featuring NVIDIA Blackwell chips demonstrates our continued commitment to bringing the latest GPU technology to our customers. The P6-B200 instances provide 8 NVIDIA Blackwell GPUs with 1.4 TB of high bandwidth GPU memory and up to 3.2 Tbps of EFAv4 networking. In preliminary testing, customers like JetBrains have already seen greater than 85% faster training times on P6-B200 over H200-based P5en instances across their ML pipelines.
To make AI more affordable and accessible, we also developed AWS Trainium, our custom AI chip designed specifically for ML workloads. Using a unique systolic array architecture, Trainium creates efficient computing pipelines that reduce memory bandwidth demands. To simplify access to this infrastructure, EC2 Capacity Blocks for ML also enable you to reserve accelerated compute instances within EC2 UltraClusters for up to six months, giving customers predictable access to the accelerated compute they need.
Preparing for tomorrow’s innovations, today
As AI continues to transform every aspect of our lives, one thing is clear: AI is only as good as the foundation upon which it is built. At AWS, we’re committed to being that foundation, delivering the security, resilience, and continuous innovation needed for the next generation of AI breakthroughs. From our revolutionary 10p10u network fabric to custom Trainium chips, from P6e-GB200 UltraServers to SageMaker HyperPod’s advanced resilience capabilities, we’re enabling organizations of all sizes to push the boundaries of what’s possible with AI. We’re excited to see what our customers will build next on AWS.
About the author
Barry Cooks is a global enterprise technology veteran with 25 years of experience leading teams in cloud computing, hardware design, application microservices, artificial intelligence, and more. As VP of Technology at Amazon, he is responsible for compute abstractions (containers, serverless, VMware, micro-VMs), quantum experimentation, high performance computing, and AI training. He oversees key AWS services including AWS Lambda, Amazon Elastic Container Service, Amazon Elastic Kubernetes Service, and Amazon SageMaker. Barry also leads responsible AI initiatives across AWS, promoting the safe and ethical development of AI as a force for good. Prior to joining Amazon in 2022, Barry served as CTO at DigitalOcean, where he guided the organization through its successful IPO. His career also includes leadership roles at VMware and Sun Microsystems. Barry holds a BS in Computer Science from Purdue University and an MS in Computer Science from the University of Oregon.
Books, Courses & Certifications
Introducing Coursera Skill Tracks: A tailored, data-backed learning solution to help functional teams develop critical and verified skills

By Patrick Supanc, Chief Product Officer
Today at Coursera Connect, our annual conference, we announced the launch of Skill Tracks, our data-backed learning solution mapped to specific occupations that guides learners from foundational knowledge to expert proficiency through verified skill paths.
Skill Tracks are powered by Coursera’s Career Graph, our proprietary system that analyzes millions of labor market data points, third-party competency frameworks, and our skills taxonomy, to precisely map the relationships between jobs, skills, and learning content, ensuring organizations can close skill gaps quickly.
View a Skill Tracks video here.
The World Economic Forum’s Future of Jobs Report 2025 finds that 63% of employers see skill gaps as the biggest barrier to business transformation, with nearly 6 in 10 workers needing reskilling within the next five years. With Coursera Skill Tracks, leaders can ensure their teams have the right skills to boost innovation, productivity, and retention.
Key features include:
- A tailored learning experience – In addition to world-class content from industry leaders and universities like Microsoft, AWS, Yale, and Stanford, learning leaders can customize Skill Tracks with their own content, ensuring alignment with their organization’s specific tools, workflows, and business priorities.
- Rigorous and verifiable credentials – Learners progress toward credentials based on real-world assessments, providing both motivation and proof that skills are not only learned but also demonstrated.
- Real-time insights and alignment to business goals – Regular tracking of learning progress and continuous content updates ensure Skill Tracks stay current with market demands, align with changing skill requirements for roles, and directly connect skill acquisition with business performance and growth.

Starting today, four Skill Tracks are available:
- Software and Product – Covers the most critical skills in mobile development, product management, UX design, web development, and software development
- IT – Includes necessary skills in computer systems and architecture, cybersecurity, IT management, IT support and operations, and network engineering
- Data – Develops critical skills in data analysis, data engineering, data management, and AI and machine learning
- GenAI – Teaches practical applications of artificial intelligence for employees and leaders across customer service, human resources, data, finance, legal, marketing, product, sales, and more

Over the coming months, we’ll introduce additional Skill Tracks and enhanced features, including skill diagnostics to help learners start at the right level and verified skill paths with performance-based skills evaluation to produce credentials that reflect practical, job-ready expertise.
According to Matthew Dearmon, Ph.D, Informatica’s Senior Director, Talent Management and Leadership Development, “At Informatica, we have the only data management platform powered end-to-end by artificial intelligence, so it is vital that our teams and leaders are not just up-to-date, but are also looking ahead. Having a tailored learning solution aligned with real-time skills in demand for specific roles is essential to helping our technical leaders thrive when working with AI – and beyond.”
Paola Vera, Talent Management Head at Interbank added, “Coursera’s personalized learning approach has been a catalyst in helping Interbank build a data-driven, future-ready organization. Having targeted learning journeys informed by real-time labor data and aligned to specific occupations and career stages, can help ensure teams master the right skills for their role.”
Skill Tracks are available to existing Coursera customers with access to the full catalog. New customers can purchase Skill Tracks individually or bundled with the full catalog.
Learn more about Coursera Skill Tracks and discover how a tailored, data-driven learning approach can accelerate skills development, technology adoption, or workforce transformation.
Click here to watch CEO Greg Hart’s keynote at Coursera Connect 2025, with a Skill Tracks demo and more.
Books, Courses & Certifications
Expanding Career Pathways with New Partners and Professional Certificates

By Marni Baker Stein, Chief Content Officer, Coursera
Today at Coursera Connect, our annual conference, we announced a major expansion of our partner network with several new world-class universities and forward-thinking industry leaders. Each new partnership deepens our commitment to helping learners around the world master the skills they need to grow their careers.
In a world defined by rapid technological change, learners need flexible, affordable ways to keep pace. That’s why we’re expanding access to career-focused content across all levels of learning, from entry-level Professional Certificates to stackable courses that lead toward degrees.
Welcoming our new partners
We’re proud to welcome our newest partner, Anthropic, one of the world’s leading AI research companies. Together, we’ll help learners and institutions apply the latest advances in AI, safely, effectively, and ethically — unlocking new ways to learn, teach, and work.
In addition to Anthropic, we’re also excited to welcome several new university and industry partners, expanding our reach across industries and disciplines:
- Hult International Business School – Global business education with campuses worldwide
- Minnesota State University, Mankato – Comprehensive U.S. public university
- University of the Arts London – Europe’s largest specialist creative arts university
- College of Engineering: University of Miami – Top rated Educational and Research University
- Universitat Politècnica de València – Spain’s leading STEM and engineering university
- UC Santa Barbara – Top 10 U.S. public research university
Leading organizations joining Coursera as industry partners include:
- AAPC – U.S. leader in medical billing and coding
- Harvard Business Publishing – Publisher of Harvard Business Review content
- ISSA (International Sports Sciences Association) – Global leader in fitness and wellness certification
- Pearson – Global leader in learning and assessments
- Skillshare – A creative learning community for personal and professional growth
These new partnerships strengthen our ability to deliver accessible, job-relevant learning for the modern workforce — spanning industries from healthcare and cybersecurity to generative AI, creative technology, and public policy.
Expanding Career Pathways with Courses and Professional Certificates
Professional Certificates on Coursera are designed to prepare learners for in-demand jobs, and many require no prior experience and can be completed in under six months. So far this year over 2.5M learners have enrolled in entry-level certs globally.
We’re excited to add new certificates from Microsoft, AAPC, and EC Council — creating even more opportunities for learners to gain job-ready skills.
- AAPC Medical Biller — Prepare for a career in healthcare billing by learning to process medical claims, manage reimbursements, and pass the Certified Professional Biller (CPB) exam.
- EC-Council Information Security Analyst — Learn to defend networks, investigate threats, and build job-ready cybersecurity skills in under five months.
- Coursera Python, SQL, Tableau for Data Science — Build practical skills to analyze, visualize, and present data insights.
- Microsoft SQL Server — Learn to design, secure, and optimize databases with real-world projects for data careers.
- Microsoft R Programming for Everyone — Develop data analysis and visualization skills in R using Microsoft tools, GitHub Copilot, and Azure integration.
- Microsoft JavaScript Starter Kit — Master the fundamentals and frameworks to build interactive, portfolio-ready web applications.
Getting a head start on a degree with new AI and emerging tech courses from Illinois
The University of Illinois Urbana-Champaign, one of Coursera’s most innovative university partners, has launched four new open courses that explore emerging technologies shaping the future of work. These courses are stackable into Illinois’ for-credit iMBA and iMSA degree programs and offer learners a meaningful head start toward a flexible, affordable graduate degree.
Courses now available:
These new offerings build on UIUC’s reputation for delivering high-quality, future-focused education on Coursera and offer learners an on-ramp to graduate-level learning with real career impact.
Coursera’s partner network includes some of the world’s most respected universities, industry leaders, and global organizations, all working together to deliver credentials that combine academic excellence with practical skill-building. As new technologies accelerate changes and lifelong learning becomes essential, we’re proud to work with our partners to expand access and create new opportunities for learners globally.
Watch Coursera CEO, Greg Hart’s keynote at Coursera Connect 2025 for demos of these new capabilities here.
Learn more about Skill Tracks here.
Read about our Product Announcements here.
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