MEDIA360 PERSPECTIVES
Start with one task
Choose a recurring task with clear inputs and a measurable result. Routine enquiries, lead routing or first drafts are easier to scope than an open-ended instruction to run the business.
Define the answer boundary
Use approved information and identify what the agent must not answer. Missing information and sensitive questions need a reliable handoff, not a plausible guess.
Test the exceptions
Try incomplete inputs, duplicate enquiries and unavailable receiving systems. Agree a manual fallback and a named owner before launch.