From a support workflow to your first AI agent

Start with one repeated customer request that has a clear outcome, a known policy and a named owner.

Observe real work

Review a few recent cases with a support agent. Capture the information they need, the decisions they make and the exceptions they escalate.

Write the procedure together

Describe the trigger, the required context, the allowed actions and the handoff. Ask a team lead to challenge the assumptions.

Test before expanding

Include ordinary cases, missing information and requests outside the policy. Compare the proposed action with the reviewed expected outcome.

Begin with human review

Keep a person responsible for consequential actions. Expand the scope only when the evidence supports it.