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.
Define the roles, connect the tools they may use and set where a person steps in, for processes no pre-built employee covers.
Roles with ownership100+ system integrationsOutcomes you can verifySOC 2 and ISO 27001
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 blueprintWorked exampleTHE 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.
Map the APIs, network access and deployment model your workforce needs.
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 role its context and authority, then review the evidence before widening it.
Define the job
Choose eligible cases, required inputs and a verifiable outcome. Name the owner for exceptions.
Approved role briefConnect the context
Map approved knowledge and source records. Grant only the reads and writes the role needs.
Knowledge and access mapTest the whole journey
Exercise normal work, missing data and failed system actions. Verify the final record, not the conversation.
Reviewed acceptance testsRelease with ownership
Start with a limited cohort, named monitoring owners and stop conditions.
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 several responsibilities that no single pre-built role covers. Hire pre-built when an existing employee already matches the job and needs configuration.
What does a custom AI workforce contain?
A workforce design specifies roles, knowledge, tools, allowed actions, triggers, shared records and handoff rules, plus completion evidence and recovery behaviour. Use the fewest clear responsibilities the process needs.
Will our people have to approve every action?
No. Routine actions execute autonomously within the knowledge, permissions and business rules you approve. Human decision points sit where authority or judgement requires them, and exceptions route with context.
Can we combine pre-built employees with custom roles?
Yes. Use an existing employee’s scope as the starting point and design additional roles around the genuine gaps, defining how records and events move between them.
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, and how to reconcile a timed-out write. Never send live credentials in a web enquiry.
How are workflows evaluated before release?
Against representative normal and difficult cases: missing information, contradictory records, opt-outs, tool timeouts and requests outside authority. Acceptance thresholds are agreed before testing.
What happens when an integration fails?
An uncertain write is treated as unresolved, never as successful. The destination record is checked before any retry that could duplicate, and unreconcilable cases go to a named owner.
How do deployment and data governance work?
UnleashX operates against SOC 2 and ISO 27001. Deployment is scoped to your hosting, network, identity, logging, retention and access requirements, and we map where data moves and who can change role permissions before release.
How much will a custom workforce cost?
Cost is scoped against roles, integration effort, workflow complexity, usage and ongoing support. Bring your expected volume and the current cost of the process.
CUSTOMER REVIEWS ON G2
From conversations to completed work.
4.9/ 5
1 / 7
MAKE THE BUYING DECISION
Scope the custom work before you commit.
Bring the process, system operations and approval requirements. Separate reusable platform capabilities from the work your deployment needs.
What the brief needs
Define the trigger, eligible cases, role owners, required reads and writes, and the record that proves completion. Mark decisions that remain with people.
Use the responsibility brief →What needs technical scoping
Check connector availability, private-network requirements, unsupported operations and failure recovery. Assign ownership for custom development and ongoing maintenance.
Review your systems →Understand the full cost
Compare subscription, channel usage, third-party services, configuration and ongoing support for the same workload. Agree implementation deliverables separately from usage allowances.
Review pricing scope →Start without losing control
Test on approved records, name a release owner and limit the first live cohort. When replacing a tool, reconcile open work and stop overlapping triggers so neither customer contacts nor system actions are duplicated.
Plan a controlled release →YOUR NEXT STEP
Bring the process. Let’s define the workforce.
Share the trigger, systems and evidence that would make a pilot successful. We’ll scope the roles from those.