Project Details
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AgentFlow
Project description
The control tower for the people who file your company paperwork
The Challenge
CAC registration agents run a real business on WhatsApp messages, paper files and memory. They juggle dozens of clients, each at a different stage with a different office, and the thing clients phone to ask — where is my registration — is the thing the agent has to reconstruct every time.
Agents are the customer and they are not going to adopt software that costs them more time than the messages do. Every screen has to make an existing task faster, and the client-facing part has to work on WhatsApp because that is where the conversation already happens.
The Solution
Model each client engagement as a case with a stage and a document set, so the agent's own workload becomes a board rather than a memory. Status is derived from the case, which gives the agent one tap to answer the question they are asked all day.
Skills and deliverables
Features delivered
The hard part
Fitting a hundred informal workflows. Every agent has their own way of tracking things and their own relationships at the registry, so the model has to be structured enough to derive a status from and loose enough that nobody has to change how they work.
The Impact
An MVP with the case model, the document pipeline and derived status working. It is the most business-facing product in this wave and it is early — the record says so, and no metrics are claimed.
