Keep good work moving.
Connect a customer event to the action that should follow. Build repeatable client processes around the agent.
Moving from a separate automation layer?
More of the customer journey in one working environment.
An automation is another client deliverable to maintain. Bringing its context closer to the agent and customer makes it easier to understand the full process.
What you can work with.
Start with a real event
Use a conversation, enquiry or change as the start of the process. Define the context the workflow needs.
Make actions explicit
Connect steps with clear inputs and outputs. A lead update and a booking request are distinct actions with distinct results.
Inspect execution
Follow the steps that ran and the results they returned. A successful conversation should not hide a failed dependency.
Design the exception
Plan what should happen when an external service is unavailable or information is missing. Give the team a clear next step.
For the details people
Look under the surface.
Useful questions for your technical evaluation.
- Structure
- Event, context, conditions and actions.
- Integrations
- Action availability follows the connected tool configuration.
- Diagnosis
- Inspect the result at the step where work happened.
- Reliability
- Evaluate timeouts, retries and duplicate actions for your workflow.
Bring the difficult case.
Run the same workflow twice and then interrupt a dependency. Inspect what repeats, what stops and what the team can recover.
Plan a useful evaluationThe work around workflows.
Make it work for your clients.
Build the agent. Connect the work. Make it yours.
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