- A transparent set off (a type submission, Slack command, or current ticket)
- A definable end result (motion taken or information returned)
- Sufficient quantity to maneuver the needle on SLAs or time-to-resolution
Step 2: Construct the best group
This half typically will get skipped. You’ll want somebody with data of the present help workflows, somebody technical who can consider integration wants, and somebody pondering forward to long-term scale and governance.
I’ve seen groups succeed once they deal with this as greater than a one-off device. They carry in IT, automation engineers, and even safety early to make sure it’s one thing that may develop, not a shadow IT venture that will get rewritten six months later.
Step 3: Map your information, methods, and channels
If there’s one factor your agent must succeed, it’s construction. Right here’s what that construction ought to appear like, damaged down into three areas:
