Interactive Guide
Your Customer Agent deployment plan.
Work through each step. We'll build your plan as you go — ownership, content, behaviour, pilot design, and the numbers you'll report to leadership.
Step 01 — Foundations
Three things sorted before you touch any settings.
Who owns this, what your content looks like, and which customers should always talk to a human. Get this right and the rest is straightforward.
A. Ownership
Who's going to own Customer Agent in your organisation?
Primary Owner Weekly
Checks performance weekly, fixes what's not working, reports results to leadership. Without one, nothing changes.
Backup Owner Cover
Covers when the primary is out, helps spot issues, keeps momentum going. Two people who know the agent is always better than one.
Exec Sponsor Monthly
Gets monthly updates, approves bigger investments, clears roadblocks. This is who you show the wins to.
B. Content Readiness
How's your help content looking? Tick off what's true today.
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— Haven't started yet
C. Human-only customers
Which types of customers should always go straight to a human?
Aside — Help Desk
Already using Help Desk? Great — Customer Agent hands off to it seamlessly with full context. If not, it still works, but the handoff experience is smoother with Help Desk in place.
✓
You're ready when
You know who's running this, your content is honest, and you've decided who always gets a human.
Step 02 — Content & Config
Customer Agent is only as good as the content you give it.
Map out which sources to connect, and flag any gaps you need to fill before launch.
A. Content Sources
Which content sources will you connect?
Tick what you have, flag what needs work, and note what's missing. You don't need everything on day one.
Knowledge baseHelp articles and FAQs
Website pagesProduct pages, documentation, support pages
DocumentsPDFs, guides, internal docs
Pricing & product dataSpreadsheets or structured data for precise answers
VideosTraining and how-to content
Quick answersShort, pre-written responses to common questions
Nothing selected yet.
No stress — you don't need everything on day one. Start with what's ready and add more as you go.
B. Top Questions
What are the 5–10 questions your customers ask most often?
These are the ones your agent needs to nail. Up to 15 entries.
✓
You're ready when
You know what content you're connecting, what needs work, and what your customers ask most.
Step 03 — Agent Behaviour
How it sounds, what it's allowed to do, and where it draws the line.
Think of it as writing the job description.
A. Tone of voice
How should your agent sound?
B. Boundaries & Guardrails
What should your agent never do?
Tick the common ones and add your own.
C. Scripted Responses
Any phrases you always want used?
Greeting Opening line
Closing Sign-off
✓
You're ready when
You can describe how the agent sounds, what it won't do, and what it should always say.
Step 04 — Pilot Design
Pick one channel, control the volume, give yourself 28 days to prove it works.
Don't flip the switch everywhere at once. Give yourself a full 28 days to see what's actually working before you expand.
A. Starting channel
Which channel will you launch on first?
B. Rollout approach
How much control do you want at launch?
C. Pilot duration
How long will your pilot run?
D. Go-live date
When do you want to go live?
We'll work backwards from here to plan your prep weeks.
Prep starts
Pick a date
Pilot ends
Pick a date
✓
You're ready when
You know where you're starting, how much you're letting the agent handle, and when you're going live.
Step 05 — Success Metrics
Set your targets now — so you know what success looks like.
These are the numbers you'll show leadership. Pre-filled with recommended values — adjust to taste.
A. Target setting
What does "working" look like?
Resolution Rate
% of enquiries fully resolved by the agent without human involvement.
Recommended: 50%
50
%
Deflection Rate
% of conversations that don't create a support ticket.
Recommended: 70%
70
%
Time to Answer
Average time for the agent to respond.
Recommended: Under 5 min
Handoff Rate
% of conversations escalated to a human.
Recommended: Monitor weekly
B. Review cadence
How often will you review performance?
✓
You're ready when
You have specific targets written down and a cadence for checking them.
Step 06 — Your Plan
Here's your plan, based on everything you've told us.
Save it, share it with your team, and let's get started.
Customer Agent Deployment Plan
Ownership
- Primary Owner
- Backup Owner
- Exec Sponsor
Content Readiness
Top Customer Questions
Agent Behaviour
- Tone
- Greeting
- Closing
Human-only Routing
Pilot Design
- Channel
- Approach
- Duration
- Go-live date
- Prep starts
- —
- Pilot ends
- —
Success Metrics
- Resolution rate
- 50%
- Deflection rate
- 70%
- Time to answer
- Under 5 min
- Handoff rate
- Monitor weekly
- Review cadence
4-Week Timeline
Week 1
—
Foundation
Assign owners, audit content, define tone.
Week 2
—
Configuration & Testing
Connect content, set guidelines, test thoroughly.
Week 3
—
Pilot Launch
Go live on your channel, monitor closely.
Week 4
—
Optimise & Expand
Review data, refine, increase volume, report up.
Get this plan in your inbox
Need help getting this set up?
Kongo can handle the configuration, testing, and launch for you. Discovery call, then a plan tuned to your business.
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