03 — Scene
Operations · process
Operations workflow agent
Stop asking for another bot. Finish the workflow.
The automation that pays in operations is rarely open-domain chat. It is an ugly, frequent flow: incomplete data, three systems, exceptions that need a person. A generic chatbot is almost useless. What you need is a complete tool set, explicit state, and compensation when a step fails.
Forward deployment cuts along one flow: inventory systems and permissions, walk the agent through a sandbox, then canary onto real tickets. People stay on the escalation nodes. We do not measure whether it sounds human. We measure completion, latency and error on that flow.
In the work
One line, not the whole company
Scope is a closed loop on one operations line. Copy the structure after it works. Do not unroll a platform on day one.
Tool completeness
Read, write, wait, escalate — when those four exist, the agent is actually on the flow.
Coexist with on-call
Exceptions still reach people. The agent makes the routine faster. It does not make incidents ownerless.