What Is an Agent PM?

At Applied Labs, when we work with CX teams we have one goal in mind: how do we build the most impactful, reliable, and understandable agents possible?

The biggest bottleneck towards successful agent deployments isn’t the technology, it’s the understanding of the unique requirements of each company.

Half of the battle is getting the technology right, the integrations, models, and infrastructure.

The other half is the understanding - being able to sit with a CX team, learn how their business actually runs, and translate that into logic an agent can follow. Without it most deployments stall.

That’s where the Agent PM comes in.

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What is an Agent PM?

The Agent PM’s role is to work closely with the customer to build the most impactful, reliable, and understandable agents possible.

That comes down to understanding the business, building and shipping agent capabilities, and training and transferring knowledge to the CX team.

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Understanding the business

Understanding the business is a collaborative process that requires sitting with the team to understand (and at times, question) their current processes. In these moments the Agent PM is a listener. We work together with the customer to understand which workflows would be most impactful for the agent to handle, and what information is required to do so.

Oftentimes this looks like the initial question a user might ask ‘Can I rush my order’ and identifying the entire path and touch points the agent would need to touch to fully resolve the issue for the customer, and then respond accordingly. That might mean checking the order status, the fulfillment center's cutoff times, and whether the carrier supports weekend delivery before the agent can respond to the user.

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Build and Ship

Once we have an understanding of the impactful customer workflows, we turn them into agent logic, and begin the agent lifecycle: test, audit, understand, improve.

We work closely with customers to monitor and ensure that once live, the agent is performing as expected. We audit real conversations, identify where the agent fails, and fix the logic, sometimes daily in the first few weeks.

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From 50 to 70% resolution for an 8-figure DTC brand

Getting to 50% AI resolution came from the high-volume, well-defined workflows: order status, replacements, FAQ. With the right integrations in place, we were able to build and drive results quickly for the customer.

The next 20% is oftentimes more difficult. Each incremental improvement requires deeper collaboration with the customer's team, not just building more workflows, but navigating buy-in and change management. In this case we aligned with senior leadership and brought the CX team deeper into the day-to-day of managing the agent. We empowered the CX team with the tools to manage and own the agent's outcomes themselves. From there we built rush order flows, proactive notifications for upcoming shipments, and cancellation workflows.

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Agents as products

Agents are both products and systems: the best ones are managed and improved over time. The agent improves fastest when the customer's team owns it alongside you. The Agent PM's job is to make that happen, and then equip the customer to own the agent themselves.

Great agents are never done. Neither is the role of the people building them.

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Get in touch

If you’re exploring AI solutions for your CX and want to build reliable, high-impact agents, we can help.

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