Solution Capability · 3.2
Build applications where agents can use context, authorized tools and connected systems to complete multi-step work and escalate exceptions.
Some application workflows require more than generating an answer. They involve gathering context, working across systems, completing multiple steps, handling exceptions, and knowing when human review is required.
Agentic Applications make those capabilities part of the application itself.
Operations leaders
Product owners
Enterprise application teams
Service and support organizations
Teams managing multi-step digital workflows
Organizations connecting AI to approved business systems
Define the job the application and agent need to support.
Map context, knowledge, systems, tools, boundaries, and exceptions.
Prove the agent’s ability to complete representative tasks.
Design permissions, validation, escalation, and human checkpoints.
Connect the agent to the application and approved systems.
Deploy with monitoring, evaluation, support, and change control.
Multi-step service workflows.
Case and request coordination.
Research and information gathering.
Document and data processing.
Internal operational applications.
Applications that coordinate actions across connected systems.
AI models and agent orchestration.
Enterprise APIs, knowledge sources, and databases.
CRM and ERP systems, workflow platforms, cloud services, and the IGNA® framework where appropriate.
Security & Governance
Agent actions can be constrained through permissions, approved tools and systems, validation, escalation, reviewable decisions, logged activity, and human approval for material actions.
Define the work the agent should support, the systems it needs to use, and the controls required to operate responsibly.
