Journeys
Set a goal, not a flowchart
You describe the outcome and the workflow you would ideally run. The agent handles the edge cases you did not think to write down.
The goal
One outcome that matters, stated plainly: get the KYC approved, get the reorder placed, get the ticket closed.
The agents
We map which agents are needed, what each one owns, and where one hands to the next.
The channels and systems
Which channel each step happens on, and which of your systems it has to read from or write back to.
The guardrails
What the agent must never do, when it must escalate, and what a human sees when it does.