Powering a global workforce adopting AI on AWS with Sanofi

Sanofi built Concierge on Amazon Bedrock, a solution for building generative AI applications and agents at production scale. The AI companion provides a single conversational interface for finding information, generating content, and completing tasks across the organization.

Employees across research and design, manufacturing and supply, and corporate transversal areas were finding their own applications for Concierge, well beyond summarizing documents or drafting email messages. When the AI companion reached 20,000 users, Sanofi’s leadership recognized an opportunity to transform it from a productivity tool into the company’s primary digital gateway.

Sanofi wanted to scale Concierge across its global workforce while maintaining the flexibility to evolve and the data sensitivity requirements that a pharmaceutical company requires. By building on AWS, the company had access to a broad and capable set of generative AI services, from scalable infrastructure to robust security and privacy.

Sanofi decided to build Concierge in-house (rather than buy an off-the-shelf solution), design the architecture on AWS for flexibility, and remain model agnostic to avoid provider lock-in. The catalog of high-performing foundation models on Amazon Bedrock made that last choice practical, giving the team the freedom to select, combine, and swap models as the technology shifted.

The architecture proved scalable enough to absorb growing adoption without major redesigns, and by deploying across multiple regions, the company reduced latency. This freed the team to focus on expanding Concierge’s capabilities. As usage grew, so did the complexity of what employees were requesting from the AI companion. Examples included accelerating clinical-manufacturing technology transfers, creating content in seconds that would have required weeks and external agencies’ support, and identifying stronger strategies for go-to-market planning. “It’s interesting to see what creativity comes out of the organization when you give them a tool that they can fully trust,” says Niek Luttikhuizen, head of engineering at Sanofi.

In parallel with this growth, Sanofi has started to build an agent hub, a separate orchestration layer, on AWS. It especially connects the AI companion to specialized agents. These agents can handle tasks such as data retrieval, system write-back, and workflow automation. Concierge became the entry point for discovering agents in Sanofi, replacing the need to navigate thousands of legacy applications.

“Now, other Sanofians can build applications, agents, knowledge bases, and tools without facing bottlenecks, turning Concierge into an experience orchestrator,” says Cyril Zaidan, digital product owner at Sanofi. “The limits of Concierge are the limits of their imagination.”

As of the first quarter of 2026, Concierge now reaches 50,000 users weekly and 72,000 monthly, generating 11 million conversations with a 90 percent positive-feedback rating. Of surveyed employees, 90.5 percent reported saving time on routine tasks, 78 percent said that they made better decisions, and 77 percent said that Concierge improved their work-life balance. In an industry like healthcare, where organizations manage vast knowledge bases, these daily advancements are driven by significant AI-powered optimization.

“Concierge is a critical tool that empowers Sanofi to transform itself faster,” says Matthieu Lachieze, head of people services at Sanofi. “We’re not only becoming more efficient but also improving the quality of what we deliver for patients and what our employees experience.”

Beyond efficiency, the AI companion has reshaped Sanofi’s culture and cross-functional connections. A thriving community of superusers shares creative workflows with Concierge across the organization, and the tool has become a catalyst for breaking down silos and raising data quality standards. In one use case, an employee used Concierge to cut the time spent on verification tasks by 92 percent.

“Concierge empowers our teams to make better decisions and stay ready for the fast-changing AI future,” says Emmanuel Frenehard, chief digital officer at Sanofi. On AWS, we’ve built a platform scalable for continuous innovation across generative and agentic AI.”

Sanofi will expand the AI companion’s capabilities by incorporating Amazon Bedrock AgentCore to build, connect and optimize  effective agents securely at scale. “Concierge is getting new superpowers almost every day, and it’s supercharging our employees,” says Zaidan. “Using AWS, we’ve made the experience of generative AI beautifully simple.”