Custom AI Agent Development: 20% Faster Resolution in 30 Days.
Built for teams that need automation without adding headcount. We design production-grade, tool-using AI agents that combine retrieval-augmented generation (RAG), policy-aware orchestration, and safe action execution to reduce handle time, deflect repetitive tickets, and keep humans in the loop for sensitive steps. Unlike generic chatbots, our playbooks encode your systems, SLAs, and guardrails so outcomes are both measurable and auditable.
Benefits
- Fewer escalations → higher CSAT — Agents handle routine intents end-to-end; complex cases route to the right human with full context and next-best actions.
- Automated workflows → lower operating costs — Agents read/write to your CRM/ITSM/ERP, trigger approvals, and post updates, shrinking swivel-chair work.
- Auto-summaries & notifications → fewer status tickets — High-quality case notes and proactive updates cut follow-ups and shorten time-to-resolve.
- Search that actually finds things — RAG over curated knowledge (docs, tickets, runbooks) improves factual grounding and reduces hallucinations.
- Governed at the enterprise level — Role-based access, approval thresholds, and audit logs support compliance and change management.
- Built for scale — Modular skills, intent expansion, and evaluation pipelines let you grow coverage safely over time.
How It Works
- Assess
We start with a 360° discovery to choose 3–5 high-leverage use cases and define success (AHT, FCR/deflection, CSAT, cost per interaction). Together we map:- Systems — Where the agent must read/write: Salesforce, ServiceNow, HubSpot, Zendesk, Jira, ERP, billing, or custom apps.
- Knowledge — Policies, SOPs, past tickets, and docs to ground answers (owners, freshness rules, and change cadence).
- Risk & governance — Data residency, retention expectations, PII handling, and human-in-the-loop (HITL) moments.
- Observability — What to trace (tool calls, retrievals, confidence) and which dashboards matter to each role.
Output: a scope brief, baseline metrics, red/amber risks, and a 4-week pilot plan with clear exit criteria.
- Implement
We build a thin orchestration layer that coordinates retrieval and tool use. Key workstreams:- RAG pipeline — Chunking and metadata strategy, hybrid search (keyword + vector) with re-ranking, source scoring, and freshness rules.
- Tool connectors — Safe read/write actions via typed schemas, least-privilege keys, and approval thresholds for sensitive steps.
- Guardrails — Role-based access, redaction, allow/deny tool lists, and confidence thresholds that escalate to HITL when needed.
- Eval & golden sets — Task-specific evaluations for faithfulness/grounding, step-correctness on tools, and user-visible quality bars.
- Observability — Traces for every step (retrievals, tool calls, model decisions), OpenTelemetry-friendly logs, and audit trails.
We pilot in a limited channel (e.g., an internal queue or a subset of forms) so your team can validate outcomes without disrupting production.
- Optimize
Weekly tuning iterates on prompts, tools, and policies. We expand intent coverage, A/B test thresholds, and harden security controls. When KPIs hold steady, we scale to additional teams, languages, and channels.- Coverage growth — Add intents and skills with clear rollback; promote only after passing eval and shadow tests.
- Policy & safety — Update redaction/PII rules, rotate secrets, and re-validate approval thresholds as scope expands.
- Change control — Version prompts/playbooks; ship with release notes and KPI deltas.
Case Snapshot
Anonymized example: A mid-market support org launched agentic flows for “Where’s my order?”, entitlement checks, and password resets. In 6 weeks, they deflected a large share of repetitive contacts and cut average handle time with high-quality summaries and automated case updates. Agents wrote back to CRM with full audit logs; low-confidence cases escalated to humans with all context attached.
Public benchmark: Mature stacks report double-digit deflection on self-service flows and multi-minute savings per case from AI summarization and automation—useful markers for pilot goals and ROI modeling.
Risk Reversal
Start with a 4-week pilot; continue only if KPIs are met. We stage-gate delivery with a clear success plan: day-0 baseline, day-14 mid-check, day-28 report-out. If we don’t hit the targets we agreed on, you can stop without a long-term commitment. This keeps the focus on measurable impact, not hype.
FAQ
Can you integrate with Salesforce, ServiceNow, or HubSpot?
Yes. We connect via APIs and webhooks so agents can read/write records, trigger workflows, and post updates in the tools your teams already use. For contact centers, we also support Slack/Teams and voice/CCaaS handoffs; low-confidence or policy-sensitive steps always route to humans. Integration follows least-privilege keys and full auditability so admins can see exactly what the agent did and why.
How do you keep answers accurate and grounded?
Retrieval-augmented generation (RAG) over your approved sources, plus evaluation against golden sets. We score faithfulness/grounding and retrieval quality, enforce freshness windows, and collapse duplicative answers. When confidence drops below threshold—or sources disagree—the agent cites sources and escalates to HITL rather than guessing.
What about security and governance?
We align to enterprise controls: role-based access, redaction of PII before model calls, allow/deny lists for tools, signed action payloads, and comprehensive tracing. We map risks against recognized frameworks (e.g., prompt injection and insecure output handling in LLM apps) and document mitigations as part of your release notes.
On-prem/VPC deployment & data residency?
Supported. Options include private VPC endpoints, regional data residency, and customer-managed vector stores. We can also configure retention windows and private networking; details depend on your chosen cloud and model provider. For highly regulated workloads, we support patterns that keep sensitive content inside your tenant while still enabling agent skills.
How do agents take real actions safely?
Actions are exposed as typed tools with strict schemas. The agent proposes a call (with arguments), we validate, and—if required—await human approval. Sensitive operations (refunds, entitlement changes, data exports) carry higher confidence bars or mandatory HITL. Every call is logged with the source prompt, retrieved context, parameters, and result.
What results should we expect from a pilot?
Pilots typically prove value on two fronts: deflection of repetitive contacts (FAQ-like intents, status lookups) and reduced time-to-resolve via summarization, data gathering, and safe tool calls. We’ll set conservative thresholds and expand only after the data supports it. Your baseline, agent scope, and governance posture determine the ceiling.
How do you measure success?
We track operational metrics (AHT, FCR/deflection, backlog, reopen rate), quality (faithfulness/grounding, user satisfaction), and safety (escalation reasons, override frequency). Dashboards show wins and regressions; weekly reviews decide whether to widen coverage or tighten controls.
What does the hand-off to our team look like?
You get source-controlled artifacts (prompts, schemas, policies), runbooks, dashboards, and a variance plan. We train admins on observability, secret rotation, and change management; we train operators on testing, rollback, and safe expansions (new intents, tools, or channels).
What You Get
- Agent orchestration service with modular skills and typed tool schemas.
- RAG pipeline (indexing, hybrid search, re-rank, freshness rules) with curated knowledge sources.
- Evaluation harness and golden sets for faithfulness/grounding and tool correctness.
- Observability: traces, logs, and audits wired for OpenTelemetry-friendly backends.
- Security hardening: RBAC, redaction, allow/deny tool lists, and approval workflows.
- Pilot report with KPI deltas, rollout plan, and risk register.
Get a Pilot Plan
Book a 30-minute scoping call. We’ll identify 3–5 intents, confirm systems and guardrails, and share a fixed-scope 4-week pilot with KPI targets, test cases, and a go/no-go gate.
