Designing agents

A team works best when each agent has a clear expertise, the tools for that expertise, and its own memory.

Expertise, not steps

Define agents by what they know (customer care, claims, GDPR, a product), not by a step in a workflow. The request decides who is involved: an expert can answer directly, ask another expert, challenge a colleague, or call a human.

A facilitator runs the conversation

The facilitator has no domain expertise and no business data. It invites the right experts, collects their answers and writes the conclusion. Keep business tools with the experts who need them.

Collections group agents that work together

A collection is a project or a company's namespace. Agents in the same collection tend to collaborate, but nothing stops them from working with agents elsewhere.

Go as small as makes sense

Consider one agent per business object rather than one broad agent. A company with 200,000 customers could run one agent per customer instead of a single "customer manager". Each customer agent owns that customer's history, so there's nothing to look up, and data boundaries are clear. It can still call the legal or GDPR expert when needed.