Announcing The AI Agent Blueprint

Summary

The AI Agent Blueprint is a strategic guide for support, customer experience, and AI transformation leaders navigating how to adopt and scale AI Agents. Its first part, “Launch it,” covers building a business case, deciding whether to buy or build, evaluating an agent with a four-step framework, planning deployment, and continuously training, testing, deploying, and optimizing performance. The second part, “Scale it,” focuses on redesigning customer experience, organizational and system design, and economics through AI-first journeys, new roles and governance structures, and revised metrics, ROI models, and reinvestment strategies. The Blueprint argues that launching an agent is only the beginning: sustainable value requires treating AI as infrastructure and support as a potential growth lever, and it is live now.

Takeaways

1. 1

   The “Launch it” section covers evaluating an AI Agent with defined success measures, selected criteria, and a four-step assessment framework.

2. 2

   The “Scale it” section is organized around customer experience, organizational and system design, and economics.

3. 3

   The Blueprint recommends continuous processes for training, testing, deploying, and optimizing an AI Agent after launch.