What are Business Process Agents (BPAs)?
Business Process Agents (BPAs) are AI agents that execute specific guides inside the conversational interface of AI Answers and Agent Copilot. You can use them to automate complex processes for your customers and Support team.
When a BPA is triggered, it will work through its assigned guide step-by-step and complete it the same way a human would. When it needs additional information, for example if the source guide includes branching or requires input, it will ask the user to provide it.
BPAs can execute automations and server calls. They also have the same visibility of conditional choices and variable content as the user who triggered the agent would.
Sample use case
Let's say you have a product replacement process laid out in a step-by-step guide with an automation that can request the replacement in your backend system.
If you run a BPA on top of this guide and plug it into your AI Answers chat, when a customer sends a message like I need a part replacement, BPA will activate and:
Confirm the part and product model.
Ask the customer for serial number.
Run a warranty check.
Confirm the customer's address.
Execute the backend process to ship the replacement.
You can imagine BPAs running on any process you have defined in a Stonly guide, regardless of how complex it is, how much branching it involves, and how many variables and automations it needs to account for.