Module 8 • 22 min
Matching Categories and Sourcing
Connect the workflow to a practical agent category and delivery approach.What This Decision Controls
Voice, sales, support, operations, and knowledge agents each require different integrations, oversight, and success measures.
This decision affects the reliability, cost, governance burden, and operating value of the agent long after the first demonstration.
How to Evaluate It
Compare build, buy, or partner based on differentiation, timeline, security, ownership, and internal capability.
Work from a real workflow and real constraints. A technically possible design is not automatically the right operating design for your organization.
Decision Checklist
- State the business outcome and the bounded task the agent must support.
- Identify the accountable business owner, technical owner, and required human reviewer.
- Confirm the data, integrations, escalation path, and metric required before a build decision.
Worked Decision Scenario
A service organization needs an after-hours support capability. A packaged support agent may provide a faster path than a custom build, provided it can meet the required knowledge, escalation, and integration standards.
The team compares that option with a custom workflow only where differentiation or integration control creates a real advantage. The sourcing choice remains tied to the workflow and ownership model.
Apply it
Architecture Exercise
Choose a category and sourcing path.
Saved locally for this review prototype. Your response will become private account data when the approved course backend is connected.