Learning centre
Practical patterns for teams mapping energy processes into connected, observable AI execution—without hiding the systems or decisions involved.
See practical examplesWorkflow design method
Map the real process
Define data and permissions
Set human decision points
Test failures and outcomes
01 · Guide
Start with the customer's words, identify the account and usage context required, then define correction and escalation paths.
Example configuration
Document what can be resolved automatically, what requires a billing specialist and what must always be explained to the customer.
02 · Guide
Separate normal readings, missing context and genuine anomalies before assigning any downstream action.
Example configuration
Use deterministic checks where possible, agent reasoning where useful and a person for exceptions that affect billing or safety.
03 · Playbook
Define what the voice agent may discuss, which systems it may read or update and when the call must move to a person.
Example configuration
For a tariff conversation, constrain the agent to approved offers and make consent, identity and exception requirements explicit.
04 · Concept
Use an agent for interpretation and bounded decisions, not as a replacement for every deterministic rule.
Example configuration
The agent can understand a free-form billing complaint; fixed rules should still decide whether a financial adjustment requires approval.
05 · Guide
Authorize accounts through the provider, select the minimum access required and keep each workflow step attributable.
Example configuration
A communication step may use the service inbox while the account lookup step uses CRM—each with its own permission and audit trail.
06 · Checklist
Test the happy path, missing data, provider failure, policy exception and human handoff before increasing volume.
Example configuration
Review run history with the people who own the process, then expand only after outcomes and failure paths are understood.
Start with one process and define the systems and controls it needs.
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