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Agent Workflow Framework
A tested starting point for agent workflow framework reduced repeated setup work.
We built an AI customer service agent for a growing service business that could understand enquiries, answer common questions, collect the right details, book appointments, update the CRM, and involve a team member when needed.
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A service business receiving customer enquiries through its website, chat, phone follow-ups, and referral channels.
Coretus handled conversation design, agent workflows, integrations, business rules, UX, testing, and deployment.
Reduce repetitive customer-service work while making it easier for prospects to get answers and book the right service.
A conversational AI assistant connected to company knowledge, booking availability, customer records, and internal escalation workflows.
The business was receiving a growing number of enquiries, but many involved the same questions about services, pricing, availability, locations, and next steps. Staff were spending valuable time replying manually and collecting information before a booking could even be created.
After business hours, new enquiries often had to wait until the next day. The company wanted a faster customer experience, but did not want to solve the problem simply by adding more administrative staff.
Customers waited for a team member to review and respond to each enquiry.
The AI assistant answers common questions and starts qualification as soon as the customer reaches out.
Staff collected details, checked availability, confirmed the service, and created records manually.
The agent gathers details, checks the right information, and prepares or completes the booking workflow.
Skilled team members spent a large part of the day handling repetitive enquiries.
The team focuses on complex requests, important customers, and cases where human judgment adds value.
Customers can ask questions in normal language instead of navigating long forms or rigid chatbot menus.
The agent can do more than answer questions. It can check information, create records, trigger workflows, and move the customer to the next step.
Clear rules decide when the agent can act automatically and when a person should review or take over.
Tested foundations helped the team spend less time on setup and more time on the parts that made this product useful.
A tested starting point for agent workflow framework reduced repeated setup work.
Reusable work for secure integration layer let the team focus more time on the client’s specific needs.
This made it easier to add conversation monitoring without rebuilding common foundations.
A tested starting point for knowledge & response layer reduced repeated setup work.
A straightforward before-and-after view of what changed for the team and their customers.
Customers can get answers and start the booking process outside normal office hours.
Common questions, qualification, and basic next steps are handled without requiring a team member for every conversation.
Customers move from question to next step in one connected conversation instead of waiting across multiple channels.
The biggest value was giving customers an immediate response without making the experience feel like a basic chatbot. The agent could actually move the request forward and bring our team in when needed.