Capability 07 / 07

Digital workforce

Agents that don't just answer. They do.

Digital workers for real business tasks. They research, qualify, follow up and report inside clear rules, and a person signs off anything that matters.

(02)One task, end to end

Give it a task. Watch it work.

A research agent runs its Monday check: five competitor pricing pages, compared with last week, written up for sales. It does the work. It stops where the rules say a person decides.

RSC-01 · Research agent Monitor five competitors for pricing changes Scheduled · Monday 07:40 Run #0142 T+00:25 Example run
  1. 01

    Observe

    Reads the five pricing pages it was given.

    5 of 5 pages read

    • 01 Competitor A /pricing No change
    • 02 Competitor B /plans Changed
    • 03 Competitor C /pricing No change
    • 04 Competitor D /shop/bundles Changed
    • 05 Competitor E /pricing No change
  2. 02

    Reason

    Compares them with last week and decides what matters.

    Against last Monday

    • Check pricing pages against last week
    • 2 changes detected
    • Flag the one that affects best-sellers
    • Competitor B Best-selling plan Last week AED 249 Today AED 219 −12% Affects a best-seller
    • Competitor D Starter bundle Last week AED 90 Today AED 85 −5.6% Low impact
  3. 03

    Act

    Updates the CRM and the tracker, then drafts the brief.

    CRM · Competitor BSaved

    Tracked price
    AED 249 AED 219
    Note
    Best-seller undercut by 12%
    Task
    Sales: review price match by Wednesday
    • Tracker sheet · rows B14–B15 written
    • Brief drafted for #sales
  4. 04

    Verify

    Checks its own work against the sources.

    3 of 3 checks passed

    • Prices re-read from both source pages
    • CRM values match the sources
    • Nothing sent outside the business
  5. 05

    Request approval

    Stops. Posting to a shared channel needs a person.

    Draft briefTo #sales

    Competitor B cut its best-selling plan by 12% (AED 249 → 219). Competitor D trimmed its starter bundle. Suggest we review our price match before Wednesday.

    Posting to a shared channel is on its approval list, so it waits for you.

Human approval You · Operations lead

Post the pricing brief to #sales?

The run stops here until a named person approves it or asks for changes.

(03)The roster05 agents

Every agent gets a job description.

A clear role, a trigger, the tools it may use and the things it must always ask about. Written with your team before anything is built.

Choose an agent to bring its console forward.

RSC-01 / research-agent.rules Awaiting approval

RSC-01

Research agent

Watches competitors, suppliers and the market, then writes up what changed and why it matters.

Starts on
Every Monday, 07:40
Right now
Weekly competitor pricing check
Queue
3 tasks queued
Reports to
Head of sales

Can do alone

  • Read public web pages
  • Compare with last week
  • Update the tracker sheet
  • Draft briefs

Needs your OK

  • Posting to shared channels
  • Contacting anyone outside
Illustrative
SLS-02 / sales-agent.rules Working

SLS-02

Sales agent

Qualifies new enquiries, fills in the gaps from public information and keeps every follow-up on schedule.

Starts on
New website enquiry
Right now
Qualifying 4 new enquiries
Queue
4 enquiries queued
Reports to
Sales lead

Can do alone

  • Read and update the CRM
  • Score and route leads
  • Draft follow-up emails
  • Suggest meeting slots

Needs your OK

  • Sending emails to clients
  • Offering discounts
  • Closing or losing a deal
Illustrative
SUP-03 / support-agent.rules Working

SUP-03

Support agent

Answers routine questions from your own policies and order data, and hands everything else to a person with the context attached.

Starts on
New ticket or chat
Right now
Drafting replies to 6 tickets
Queue
6 tickets queued
Reports to
Support lead

Can do alone

  • Read policies and the help centre
  • Check order status
  • Draft replies
  • Tag and route tickets

Needs your OK

  • Refunds and credits
  • Account changes
  • Anything outside policy
Illustrative
OPS-04 / operations-agent.rules Run complete

OPS-04

Operations agent

Keeps orders, stock and schedules in step across the tools you already use, and raises the exceptions.

Starts on
Daily, 06:00
Right now
Yesterday's orders reconciled
Queue
Queue clear
Reports to
Operations manager

Can do alone

  • Read the ERP and inventory
  • Reconcile orders
  • Create internal tasks
  • Flag low stock

Needs your OK

  • Purchase orders and spending
  • Deleting records
  • Changing supplier details
Illustrative
RPT-05 / reporting-agent.rules Scheduled

RPT-05

Reporting agent

Pulls numbers from analytics, the CRM and ad accounts into one short brief your team will actually read.

Starts on
Every Monday, 08:00
Right now
Next run Monday, 08:00
Queue
1 report scheduled
Reports to
Managing director

Can do alone

  • Read analytics, CRM and ad accounts
  • Build the weekly report
  • Flag unusual movements
  • Write the summary

Needs your OK

  • Sharing outside the company
  • Changing any budget
Illustrative

(04)Guardrails

Rules first. Then autonomy.

Clear rules, human sign-off and a log of everything they do. Try an action and see where it lands.

A permission boundary around an agent: an inner zone of actions it may take alone, a middle zone of actions that wait for a person, and an outer edge it cannot cross.

Try an action

Waits for a person

Anything that leaves the business goes to a person first.

email.send · logged Example

  1. 01

    Rules in plain language

    Written with your team, readable by anyone, changed only by people.

  2. 02

    Human sign-off

    Sending, spending and deleting wait for a named approver.

  3. 03

    A log of everything

    Every read, write and decision, time-stamped and searchable.

  4. 04

    An off switch

    Pause one agent or all of them, from one place.

(05)Starting work

From one task to a workforce.

Agents earn responsibility the way new starters do: one task, clear rules, a trial period, then more as the log proves it.

  1. 01

    Map the work

    We sit with the people who do the task today and write it down: every step, every system, every exception.

    1. Collect: your team
    2. Compare: your team
    3. Record: your team
    4. Check: your team
    5. Summarise: your team
    6. Share: your team

    Your team does every step

  2. 02

    Write the rules

    Permissions, limits and approval points, agreed in plain language before anything is built.

    1. Collect: your team
    2. Compare: your team
    3. Record: your team
    4. Check: your team
    5. Summarise: your team
    6. Share: a person approves

    Approval point agreed: Share

  3. 03

    Shadow run

    The agent works beside your team. It drafts, people decide, and we compare the two.

    1. Collect: agent drafts, team acts
    2. Compare: agent drafts, team acts
    3. Record: agent drafts, team acts
    4. Check: agent drafts, team acts
    5. Summarise: agent drafts, team acts
    6. Share: a person approves

    Agent drafts, people still act

  4. 04

    Supervised

    It takes over the routine steps. Anything outside its rules comes to a person.

    1. Collect: agent acts
    2. Compare: agent acts
    3. Record: agent acts
    4. Check: agent acts
    5. Summarise: agent acts
    6. Share: a person approves

    Agent acts, a person approves

  5. 05

    Review and extend

    We read the log with you every week, adjust the rules, then hand it the next task.

    1. Collect: agent acts
    2. Compare: agent acts
    3. Record: agent acts
    4. Check: agent acts
    5. Summarise: agent acts
    6. Share: a person approves

    Log reviewed weekly. Next task queued.