Workflow selection
We audit candidate workflows and pick the one with the clearest volume, rules and measurable outcome, so the first agent has a number to beat.
AI Agents
Agents that do the work, not just answer questions
A chatbot tells someone what to do next. An agent does it: reads the ticket, checks the CRM, drafts the reply, issues the refund if it is under your threshold, and escalates when it is not. We build the second kind, and we write down the boundaries before it touches production.
What is included
Tool and data access
Each agent gets an explicit list of systems it may read and write, scoped credentials, and a log of every action it takes.
Escalation design
You define the thresholds where a human takes over: value limits, sentiment, ambiguity, anything the agent should not decide alone.
Evaluation and rollback
Before launch the agent runs against a labelled set of real past cases. If accuracy drops in production, one switch returns the workflow to your team.
Example output
A single handled case, as it appears in the agent's action log.
case TCK-48211 inbound_email "order arrived damaged"
matched customer #8842 (salesforce) - 3 prior orders, no prior refund
drafted replacement shipment + apology, ETA Thursday
policy refund_value 84.00 < threshold 500.00 -> agent may act
action replacement created (shopify), reply sent (gmail)
logged slack #support-ops, 41s end to end
review sampled for weekly human auditIllustrative example, not a real customer record.
Common questions
How is an AI agent different from a chatbot?
A chatbot produces text. An agent produces an outcome: it reads the ticket, looks the customer up in the CRM, drafts the reply, issues the refund when it is under the threshold you set, and hands the case to a person when it is not. The conversation is a side effect, not the deliverable.
How long does it take to deploy the first agent?
The first workflow usually goes live between weeks 1 and 4, and the full engagement runs about 12 weeks: audit, blueprint, build, then scale. Scope decides when a phase ends, not the calendar, so an agent only reaches production once it clears its accuracy targets on real past cases.
Are AI agents secure and compliant?
Each agent runs with scoped credentials and an explicit list of the systems it may read and write. Every action it takes is logged, and the thresholds where a human must approve are agreed before launch. Your data stays in the systems you already control; we add access, not a new copy of your records.
Can an agent integrate with our existing software?
Yes. Agents connect to CRMs, helpdesks, ERPs, email, storage and messaging through their APIs, and to internal systems through the same interfaces your own developers would use. If a system has an API, a database or an export, it can be part of the workflow.
Start with one workflow
Tell us the task that eats the most hours. We will tell you whether an agent is the right answer, including when it is not.
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