Agent Operating Procedures: From Manual SOPs to Automated AI Logic | Decagon

This post introduces Agent Operating Procedures (AOPs) as a new capability within the AI Support Agent Platform. AOPs allow natural language instructions to be compiled into validated workflows for AI agents, enabling them to perform complex, multi-step tasks. The post details how AOPs differ from human SOPs, emphasizing explicit, machine-executable logic for AI. It highlights benefits such as faster implementation (3-6 weeks), increased omnichannel efficiency (70-80% deflection rates), and continuous improvement through simulation, unit tests, and regression testing. The process involves auditing existing procedures, translating them into AOP format with discrete steps, triggers, actions, and decision points, and connecting with existing tools like helpdesks and e-commerce systems. The post also briefly touches on alternatives in the AI customer service automation market.