---
title: "Announcing The AI Agent Blueprint"
description: "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."
---

# Announcing The AI Agent Blueprint

[Intercom](https://yomu.fyi/company/intercom) · Declan Ivory · Aug 12, 2025

**Type:** Announcement

## 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.

## Context

Support leaders face pressure to adopt AI, but the path to starting, defining success, testing, and deploying AI Agent solutions remains unclear. The Blueprint addresses this need for a strategic map covering launch and long-term scale.

## Approach / What changed

The Blueprint is organized into “Launch it” and “Scale it.” It covers business-case development, buy-versus-build decisions, four-step agent evaluation, deployment planning, continuous performance improvement, AI-first customer journeys, organizational and system design, governance, ownership, metrics, ROI models, and reinvestment strategies.

## Takeaways

- The “Launch it” section covers evaluating an AI Agent with defined success measures, selected criteria, and a four-step assessment framework.
- The “Scale it” section is organized around customer experience, organizational and system design, and economics.
- The Blueprint recommends continuous processes for training, testing, deploying, and optimizing an AI Agent after launch.

**Tags:** [AI Agents](https://yomu.fyi/topic/ai-agents), [AI Governance](https://yomu.fyi/topic/ai-governance), [Customer Experience](https://yomu.fyi/topic/customer-experience)

- Source: [Intercom](https://www.intercom.com/blog/announcing-the-ai-agent-blueprint)
- Source URL: https://www.intercom.com/blog/announcing-the-ai-agent-blueprint
- Ingested by Yomu: 2026-09-09T08:20:47.828Z

[Read original post](https://www.intercom.com/blog/announcing-the-ai-agent-blueprint)