Architecting Intelligent Automation: Integrations, Multi-Agent Workflows, and Routing
Volume 2 of The Enterprise Conversational Agent Playbook Series.
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A capable single agent only gets you part of the way to production. To resolve real customer issues, agents need to authenticate users, apply policies, update records and escalate when needed, across phone, chat, WhatsApp and email. This volume covers that system layer.
Inside, you will learn:
- The four integration pillars most enterprise deployments converge on: communication, customer data, case systems and knowledge
- How to use deterministic workflows so high-stakes steps like authentication depend on system truth rather than LLM judgment
- The orchestrator and specialist subagent pattern, illustrated with an airline routing example
- Routing on LLM conditions, tool results and runtime variables, plus how to handle edge cases and escalation
Written for teams scaling from a single-agent pilot to end-to-end automation that resolves issues rather than just answering them.
