AUTONOMOUS ACTION / Peter
Qualify
Capture the prospect’s needs and book the next sales conversation.
CRM · qualification saved
BUILD YOUR AI WORKFORCE
Your process.
An autonomous workforce built around it.
Building a custom workforce is what you do when no pre-built AI employee matches your process: you define the role, connect the systems and set the authority yourself. Define the roles, connect the systems and set the authority. Build employees that execute work, not just suggest it, with human handoffs where judgement or approval is required.
Roles with ownershipSystems with scoped accessOutcomes you can verify
START WITH THE WORK
See how a process becomes a workforce.
These examples combine existing employee responsibilities into a proposed custom journey. Inspect the action, source-system update and authority boundary at each stage.
A custom workforce blueprintIllustrative sequence · not live product dataTHE BUSINESS OUTCOME
Customer onboarding
Turn a qualified enquiry into an activated customer, with clear ownership at every handoff.
Peter
Meera
RahulStep 1 of 5 · Qualify
THE DESIGN BRIEF
Six decisions before the first agent runs.
A strong workforce design makes ownership and completion explicit. Start with a real case and define what must happen, what may happen and what must never be assumed.
1. Define the outcome
Write the trigger, eligible cases and completion evidence. “Handle an enquiry” is vague; “record qualification, verify a meeting and set the next follow-up” is testable.
2. Assign responsibilities
Give each role a coherent job. Specify its input, output and next owner. Avoid adding agents when a single role or deterministic workflow already fits.
3. Ground the answers
Identify approved knowledge, versions and review owners. Decide how the employee asks for clarification or escalates when the source does not answer the question.
4. Define system actions
Map reads and writes separately. Document matching keys, required fields, action confirmation and recovery for ambiguous tool results.
5. Set decision boundaries
Let routine work execute without repeated approval. Reserve policy exceptions, sensitive judgement and higher-authority actions for named people.
6. Define acceptance
Test the conversation and the final record together. Agree metrics, review samples, exclusions and stop conditions before launching a pilot.
REFERENCE ARCHITECTURE
Connect the work. Bound the access.
Use this as a requirements map, not a certified connector list. Confirm the actual APIs, network design and deployment model for your environment.
ENTRY POINTS
Where work arrives
- Voice and chat conversations
- Workflow and business-system events
- Video-agent interactions, where scoped
Roles & orchestration
Triggers → context → permitted action → verified outcome
Identity · permissions · policy · evaluationSYSTEMS OF RECORD
Where work is recorded
- CRM, calendars and service desks
- Commerce, subscriptions and billing
- Policy, lending and document systems
One action needs one clear result
Agree which response proves a write succeeded. A timeout can leave an operation uncertain, so check the destination before retrying. Preserve the record reference and assign recovery when the state cannot be reconciled.
One handoff needs one clear owner
Pass the customer’s request, completed steps, source references and unresolved decision. Define when work can resume and who owns it while waiting. A handoff should not make the customer repeat the conversation.
PROVE THE WORK BEFORE YOU SCALE
A convincing answer is not a completed task.
Evaluate the full sequence: what the employee understood, what it attempted and what the source system finally recorded.
| Test case | Expected behavior | Evidence |
|---|---|---|
| Eligible routine request | Complete the permitted workflow without a manual approval at every step. | Response, action trace and final source record. |
| Missing or conflicting information | Ask for clarification or leave the field unresolved; do not fabricate context. | Captured fields and the clarification history. |
| A system write times out | Reconcile the result before retrying; route unresolved state to an owner. | Destination record, retry history and recovery task. |
| Request exceeds authority | Pause the affected action and hand off with the decision needed. | Boundary applied, assigned owner and handoff packet. |
| Customer opts out or changes intent | Update the workflow state and stop incompatible follow-up. | Preference record and subsequent contact history. |
These are proposed acceptance tests, not published performance results. Track business outcomes, action correctness, exception quality and the effect of waiting for customer or human input separately.
Explore evaluation and improvementFROM ROLE TO PRODUCTION
Pre-built does not mean unconfigured.
Give the employee the context and authority to do the job. Review the evidence before expanding its responsibility.
Define the job
Choose eligible cases, required inputs and a verifiable outcome. Name the owner for exceptions and agree which actions never run automatically.
Approved role briefConnect the context
Map approved knowledge and source records. Give each employee only the read and write permissions its role needs.
Knowledge and access mapTest the whole journey
Exercise normal work, missing data and failed system actions. Verify the final record, not just a convincing conversation.
Reviewed acceptance testsRelease with ownership
Start with a limited cohort, named monitoring owners and stop conditions. Review outcomes and retest workflow changes.
Pilot and recovery planKEEP THE WORKFORCE CURRENT
Improve the process without losing control.
Review failures as well as wins
Sample successful actions, unresolved work and human handoffs. A low handoff rate is not automatically good if the employee is taking decisions outside its authority. Use reviewed evidence to find missing knowledge, unclear rules or integration failures.
Treat changes as releases
Assign owners for knowledge updates, permission changes and new workflows. Retest representative cases before expanding scope, preserve a recovery path and update monitoring responsibilities when the process changes.
Already have a role in mind?
Check the pre-built directory first. You may need configuration rather than a custom workforce.
Explore AI employeesBEFORE YOU START
Questions worth answering.
When should we build a custom workforce instead of hiring an employee?
Build when your process has a distinct outcome, unusual system actions or multiple responsibilities that do not fit one pre-built role. Hire pre-built when an existing employee closely matches the job and needs configuration rather than a different operating model. You can start with one employee and define additional roles when the process requires them.
What does a custom AI workforce contain?
A workforce design specifies roles, knowledge, tools, allowed actions, triggers, shared records and handoff rules. It also defines completion evidence, monitoring ownership and recovery behavior. The number of agents is not the goal: use the fewest clear responsibilities needed to complete the business process.
Will our people have to approve every action?
No. Routine actions execute autonomously within the knowledge, permissions and business rules approved for deployment. Add human decision points where authority or judgement requires them, and route exceptions with context. Changing those boundaries should be reviewed and tested rather than left to the employee to infer.
Can we combine pre-built employees with custom roles?
Use an existing employee’s scope as a starting point and design additional roles around genuine gaps. Define how records and events move between them. The example journeys on this page illustrate this composition; confirm the supported implementation and integrations with the solution team.
What should our technical team prepare?
Bring system names, API documentation, example records and test-environment access. Identify identity-matching keys, the fields each role may read or change, authentication ownership and how to reconcile a timed-out write. Never provide live credentials in a website enquiry or use production personal data where synthetic test cases will do.
How are workflows evaluated before release?
Use representative normal cases and difficult cases: missing information, contradictory records, opt-outs, tool timeouts and requests outside authority. Inspect the response, attempted system action and final record together. Agree business and safety acceptance thresholds before testing, then record failures and retest changes.
What happens when an integration fails?
Treat an uncertain write as unresolved, not successful. Check the destination record before retrying an action that could create a duplicate. Define bounded recovery and a human owner for cases that cannot be reconciled. The workflow should preserve what has already happened so people can recover the case without starting again.
How do deployment and data governance work?
Review the actual hosting, network, identity, logging, retention and access requirements for your environment. Map where data moves and who can change role permissions. Deployment options and evidence need confirmation during solution design; this page does not imply a particular certification, hosting model or ready-made connector.
How much will a custom workforce cost?
Scope cost against roles, integration effort, workflow complexity, usage, evaluation and ongoing support. Bring the expected volume and the current cost of the process to a discussion. A reliable estimate needs those assumptions; an agent count alone is not a business case.
YOUR NEXT STEP
Bring the process. Let’s define the workforce.
Share the trigger, systems, exceptions and evidence that would make a pilot successful. We’ll use them to scope the roles and implementation.
Discuss your custom workforce