Agents that work on the channels your customers use.

One agent per process. It reads the record, answers on WhatsApp and email in Arabic or English, drafts what has to be sent, acts within your thresholds and asks a person above them. There is no new tool for anyone to learn.

Talk to the team Read the thesis

What is an agent here?: A narrow piece of software for one process, built around your systems, that works from the record and answers to the limits you set. It is not a chatbot on your website.

Fig 3.1Four channels, one agent, one recordEach lane is a channel. In this example a customer asks on WhatsApp; the agent reads the order and its van from the record, writes what it answered along the orange wire, and the reply goes back the way the message came.

Your customers write in the language they think in, at the hour they think of it. Every message answered, in that language, from the record.

Seven agents, one for each process

Each agent does one process and nothing else. Its row says what it reads, what it proposes, what it writes within your thresholds, and when it asks a person.

The roster: each agent, what it may do, and the page that shows its work.
Agent	Reads	Proposes	Writes, within your thresholds	Asks a person	Its work
Quotes agent	The request, your rates and your rules	The quote	The booking, once the quote is accepted	When a price falls outside your rules	Quotes and bookings
Orders agent	Orders on WhatsApp, email and portals; stock and credit	The sales order	The order into your ERP, and the confirmation	When an order is over the customer's credit limit	Orders and confirmations
Inquiries agent	The order and its delivery, in the record	The answer	The reply, on the channel the customer used	When anything is unusual: it hands over the thread	Customer inquiries
Collections agent	Open invoices, terms and payments	The reminder	Reminders on schedule, promises to pay, matched payments	When a customer disputes an invoice or breaks a promise	Collections
E-invoicing agent	Each invoice, and its country's rules	The e-invoice	The e-invoice, once it passes the checks	When an invoice would be rejected, with the reason	E-invoicing and compliance
Service agent	Booking requests, bay capacity and parts on hand	The slot	The booking and its reminder	When no slot fits, or the job needs an adviser	Service bookings
Supplier agent	Open purchase orders and supplier replies	The follow-up	Date changes, and deliveries matched on arrival	When a late delivery puts production at risk	Supplier follow-ups

What an agent may do

Four verbs, the same for every agent: it reads, it proposes, it writes within your thresholds, and above them it asks. An order over the limit takes all four.

Fig 3.2Four gates on one trackAn order above your limit travels left to right. It is read and drafted, passes the write gate because it is over the limit, and waits at the orange ring until the sales manager approves; then it is written to your ERP.

The hard cases

What customers here actually send, and what an agent has to read before it answers anyone. You will not see an accuracy number for any of it on this site.

A voice note in Gulf Arabic
A driver records the problem rather than typing it, in the dialect they speak, with the noise of the road behind it.
Arabic in Latin letters
Customers write Arabic with Latin letters and numbers, and change to English in the middle of a sentence.
A photo instead of a message
A stamped delivery note, a handwritten correction, a part number on a label: the message is the picture.
The right model for each workflow
No single model reads all of these well, so none is promised in advance.

One conversation, turn by turn

A service booking on WhatsApp, with what the agent did under each of its messages. It is an example written for this page, not a real customer's.

An example on WhatsAppA service booking, written for this page

A customerWhatsApp08:12
Good morning. My pickup is due its service. Is there anything tomorrow morning?
Service agent08:12
Good morning. Tomorrow I can offer 10:00 or 11:30. The service takes about three hours.
What the agent did
- Read the service history
- Checked bay 2 and the parts
Two slots offered
A customerWhatsApp08:15
10:00 please. Can someone take me to the office while it is done?
Service agent08:15
Booked for 10:00 tomorrow in bay 2. I have asked the service adviser about a lift, and I will remind you this evening.
What the agent did
- Booked 10:00 in bay 2
- Asked the adviser about a lift
- Reminder set for this evening
BookedLogged
Service adviser08:31
A driver will take you to your office at 10:05.
Approved by the adviserLogged

Customers here write the way they speak

Voice notes in dialect, Arabic in Latin letters, two languages in one sentence. That is what a Gulf customer sends, and it is what an agent has to read before it answers anyone.