Customer operations agents
PlannedDrafting, routing and follow-up for support and account teams, released by people.
Andiamo Enterprise · Customer operations
A reply goes out in your name, so you write the last word.
Planned work: a customer message is read against the account it belongs to, a reply is drafted, and a person releases the exact wording.
How the work would run
The shape of the work, step by step.
Who the work belongs toSupport and account teams who answer customers, together with whoever owns the tone those answers are written in.
Andiamo Enterprise is a planned product line. Steps marked for approval are designed to wait for a person, and the status beside each step is taken from the registry entries it would lean on.
Message
PlannedA message arrives in the channel the team already answers
Andiamo Enterprise is planned, so this is a design rather than a product you can buy. A message lands where the team already works. What it is about, which account it belongs to and what that account was told before are read first; the reply comes after that.
Draft
PlannedA reply is drafted against the account, not against the message alone
The draft is built from the account record and the history around it, so it answers the customer in front of it rather than a general version of the question. It is held as a draft, with the records it was built from attached to it.
Human approvalRelease
PlannedA person reads the exact wording and releases it
A reply would go out only after a person had read the exact wording, and the decision would be recorded with who made it and when. Approvals and decision records are a Core part in development, exercised in testing and not yet switched on in a live product.
Human approvalHandoff
PlannedWork that belongs with someone else is proposed, not moved
When a message needs a specialist or an account owner, the handoff is put forward with the reason attached and a person moves it. Underneath, routing each step to a model or to plain code by task, cost and data sensitivity is the one Core part in pilot: it runs in our own engineering operations.
Outcome
PlannedWhat the customer did next is the grade
Whether the reply ended the thread, was rewritten before it went out or was thrown away is what the next draft should learn from. Feedback capture is a Core part in development, recorded in a few places today rather than as one stream.
Where each step stands
Each step, and the parts it would need.
Message
PlannedCustomer operations agentsPlannedContext assemblyIn developmentDraft
PlannedCustomer operations agentsPlannedApproval-gated agentsHuman approvalPlannedRelease
PlannedApproval-gated agentsHuman approvalPlannedApprovals and decision recordsHuman approvalIn developmentHandoff
PlannedCustomer operations agentsPlannedModel routingIn pilotOutcome
PlannedCustomer operations agentsPlannedFeedback captureIn development
What this leans on
Planned above, partly built below.
The agents for this domain are planned: designed, and not built. Underneath them sit the Lamiak Core parts they would rest on. Most of those are in development, exercised in testing; model routing is the one in pilot, running in our own engineering operations. The full list is on the product page.
The agents this domain would need
Approval-gated agents
PlannedAgents that propose actions inside your systems, with a person approving and a record of each decision.
Human approval
Underneath, in Lamiak Core
Approvals and decision records
In developmentSelected actions wait for an owner or admin to approve or reject them, and each decision is recorded with who decided and when; not yet switched on in a live product.
Human approval
Context assembly
In developmentGather the records and permissions an agent needs for a task into one packet before it acts; built for selected workflows, and packets are not yet saved for review.
Model routing
In pilotRoute each step to a model or to plain code based on task type, cost and data sensitivity. Running in our own engineering operations.
Feedback capture
In developmentRecord how people respond to AI suggestions, including edits and rejections, and whether they found them useful; captured in a few places today, not yet as one feedback stream.
Before it ships
What would have to be true first.
- Approvals running where a reply is releasedIn development
- A release step is only a control if the approval and the record behind it are running in the product. They are partly built and exercised in testing, and no product runs on them yet.
- A readable record of what the account was already toldIn development
- A draft that contradicts an earlier answer costs more than writing one by hand. Assembling that history into one packet is built for selected workflows; keeping the packet for a person to read back is not.
- Separation between organisations closed outIn development
- Records are tagged to their organisation and database rules hold staff to their own, and the known gaps in that separation are still being closed. Drafting against customer history raises the cost of each of those gaps.
- The line itself, and a way into the channelsPlanned
- Reading a support channel and holding a draft in it needs connections and scopes that do not exist in any repository today. The agents for this domain are planned, and the status on them says so.