Identify whether users need answers or actions
Questions about opening hours, required documents, or product instructions may suit a chatbot connected to maintained information. Looking up an order, creating a ticket, and checking its status require integrations and additional permissions. A chatbot can also call specific functions. Evaluate the actual capability and its boundaries through representative tasks rather than assuming that a product label explains what the system can do.
Distinguish fixed flows from AI-selected steps
A task with a clear sequence, such as reading an intake form and routing it to a team, can use a workflow. An agent becomes relevant when the system needs to choose subsequent steps according to the situation. Anthropic distinguishes code-directed workflows from agents that dynamically direct tool use. Additional flexibility brings additional evaluation and oversight needs; it should serve a demonstrable business requirement.
Set action boundaries according to consequences
Reading an order status has different consequences from changing an address, approving a refund, or sending a quotation. List read-only actions, actions allowed as drafts, and actions requiring staff approval. Define transaction limits and escalation. A pilot focused on reading or preparing drafts lets the team inspect behavior before granting broader authority. Do not make approval a vague promise; specify who approves what.
Check information quality and human handover
Assign ownership for product information, update schedules, and behavior when an answer is unavailable. Conversations should transfer to staff with enough context to avoid unnecessary repetition. Make automated interaction clear to the user. Connecting a knowledge base does not establish that every answer is correct: evaluate source relevance and the answer itself. Include a way for staff to report stale or misleading information.
Test situations that a polished demo can miss
Alongside normal questions, test missing information, unknown orders, unauthorized requests, and unavailable applications. Check that the system does not report success when an action failed or was denied. Record answer accuracy, handover quality, permitted-action success, response time, and cost. Evaluation should reflect likely user conversations and the actual boundaries of the business process, including requests that the system must decline.
Choose a first scope that can be evaluated clearly
Possible starting points include a product-information chatbot with staff escalation or an internal assistant that prepares tickets for review. Once quality can be assessed, consider additional actions individually. KODE can help map chatbot and agent requirements with service owners and IT. Bring sanitized conversation examples, the desired resolution, and the limits on what the system may do to begin the discussion.