Reviewed the team’s inbound workflow to find the moments worth automating, and the ones that should stay with a person.

Studied the inbox, ticketing and CRM APIs already in place, so the agents could work underneath them rather than beside them.

Gave each agent one narrow responsibility, coordinated by a LangGraph orchestration layer instead of a single general-purpose bot.

Added a deliberate certainty check at every meaningful step, so low confidence routes to a person rather than to output.

Made sure escalated tasks carry what the system understood and why it stopped, and resume automatically after a decision.

Released to a handful of queues first, then to every incoming task once behavior held up on live work.