AUTOMATION · GUIDE
What to define before adding an AI agent to your business
Define the use case, information, limits, integrations and tests before implementing an AI agent in your company.
Choose a specific task
An agent works best with a clearly described purpose, such as explaining a catalog, collecting quote information or answering hours questions. An overly broad goal makes information needs, testing and acceptable responses harder to define.
Organize the information source
Gather current services, FAQs, requirements and terms. Identify who can update each item. Price and availability answers need reliable sources and clear rules. An outdated knowledge base can cause errors even with an attractive interface and fluent conversation.
Define its limits
Specify what it can answer, which actions it can take and what it must hand off to a person. Distinguish suggestions from confirmations: discussing an appointment does not book it. Sensitive decisions, commitments and exceptions need appropriate controls and owners.
Review integrations
Every WhatsApp, calendar, CRM or form connection needs specific permissions and capabilities. Document what happens when tools fail, information is missing or the customer changes their mind. Error paths are part of the design and must not lose requests or confirm actions that never occurred.
Test beyond the ideal conversation
Include incomplete questions, typos, after-hours requests, out-of-scope tasks and context changes. Check that the agent uses authorized information and hands off correctly. Tests should examine responses and actions, beyond natural-sounding conversation.
Set maintenance and measurement
Define who reviews incidents, updates information and evaluates changes. Measure correctly completed tasks, handoffs and inquiry quality. Conversation volume does not equal usefulness: incorrect data can create more work despite high activity.