Communication architecture (6/8)

Task-aware agents that are functionally incapable of working in a coordinated ecosystem, and do not cleanly hand-off information (& meaning) at boundaries are a key bottleneck to solving complex business orchestration problems.

Communication within task context

True productivity happens when the chain of action is consistent with intent of customer and the organisation at each stage and there is transparent, task specific 2-way communication between customer and people responsible for control and audit, while agents perform tasks.

• An agent analyses a customer complaint (Task A).

• It triggers a logistics agent to validate customer claims (Task B).

• It notifies a human with summary to approve refund (Task C).

• The customer expresses satisfaction with the refund (Task D)

• It updates the CRM (Task E).

• A control algorithm reviews transaction for fraud (Task F).

• An auditor reviews overall performance of the system (Task G).

Disconnect communications happening on WA, E-mail or other channels from above chain and basis of the action taken at each point vanishes.

It is the communication architecture, which determines whether interactions happen within task context and each action stays consistent with the intent.