How to build a bot program
Every CapacityAgents deployment is custom-built around your specific workflow, outcome, and tooling stack. Here's how we go from kickoff to live calls.
Discovery & Scoping
We start by understanding your current call workflows, volumes, and the specific outcome you want to automate. We define the acceptance criteria, KPI trigger, and attribution window upfront.
- Workflow audit and call recording review
- Define the outcome trigger and success metric
- Identify knowledge sources and tool integrations needed
- Set go-live timeline and shadow mode criteria
Agent Design & Knowledge Build
We build the agent's conversation flow, connect your data sources, and configure the tools it needs to execute — scheduling, CRM updates, document collection, and more.
- Conversation design tailored to your industry
- Knowledge base populated from your existing docs and CRM
- Tool integrations configured (calendar, CRM, ticketing)
- Guardrails, escalation paths, and fallback logic defined
Shadow Mode & Validation
Before any live call touches the agent, we run in shadow mode alongside your existing team. We review transcripts, measure resolution accuracy, and tune the agent before cutover.
- Parallel run against real inbound traffic
- Transcript QA and intent accuracy scoring
- Escalation rate and edge case review
- Agent tuning: prompts, routing, tone, fallbacks
Production Launch
Once shadow mode meets your agreed thresholds, we cut over. Your routing rules are updated and the agent begins handling live calls — with full attribution and outcome tracking active.
- Routing rules staged and tested
- Live monitoring for first 48–72 hours
- Outcome attribution dashboard activated
- Escalation to human agents verified end-to-end
Ongoing Optimization
We don't hand off and disappear. We review performance weekly, iterate on prompts and KB, expand coverage, and track outcomes against your agreed KPIs.
- Weekly performance reviews
- Prompt, routing, and KB iteration cycles
- Coverage expansion as volumes grow
- Regular outcome reporting against agreed KPIs
Ready to get started?
Tell us your workflow and we'll scope the right agent for it.