Build the agent. Understand the outcome. Improve what happens next.
Scout works alongside your team. Build an agent, investigate behavior, propose a change, or run a test.
Build
Describe the agent. Make it yours.
Policies, knowledge, and connected tools define what your agent can do.
Scout builds it with you. Ask it to draft or update instructions and connect the tools a workflow needs.
Instructions you can read. Behavior you can change.
Define scenarios, brand voice, and rules. Review the draft before publishing a new agent version.
Service Appointment
Use when a customer wants to book or move an appointment.
- 1.
Check availability with
find_available_appointments.If a time is open: offer an available appointment time.
If nothing fits: follow the scenario “Waitlist”.
- 2.
If a person is needed, transfer with
transfer_conversation.
Give the agent the tools to finish the job.
Attach APIs to an agent and control how they can be called. An available integration is not automatically an available agent tool.
Returns the open appointment times for a day.
api.example.com/v1/availabilityBooks the time the customer chose.
api.example.com/v1/bookingsHands the conversation to a person, with its context.
built-inConnect your systems. Reuse your knowledge.
Give agents access to selected knowledge, shared policies, APIs, and code. Keep reusable resources separate from each agent’s configuration.
Observe
Every outcome has a story.
Move from performance measures to the conversations and actions behind them.
Scout finds the story behind a number. Ask which conversations moved a metric, and why the agent acted as it did.
Go from a metric to the conversation.
Open the cases behind a number. Follow their interactions, customer messages, agent responses, and actions.
I need to move my appointment to Friday.
Customer · 2:14 pmHappy to. What time works for you?
Service agent v12 · 2:14 pmAfternoon, if possible.
Customer · 2:14 pmFriday has 2:30, 3:15 or 4:00.
Service agent v12 · 2:15 pm2:30 works.
Customer · 2:15 pmWhat happened
The customer asked to move their appointment to Friday.
The agent looked up open times with
find_available_appointments.It offered three times, and the customer chose 2:30.
The agent booked it with
create_booking.
See the evidence behind the assessment.
Inspect resolution, sentiment, and other extracted fields alongside the conversation. Evaluation criteria can be configured for your agent.
Customer moved to Friday at 2:30. Booking confirmed.
Actions taken
Ran find_available_appointments and offered three times. Booked 2:30 with create_booking.
Find patterns across your conversations.
Review quality measures over time, spot what’s working, and route cases into human review.
Improve
Make the next version better.
Follow one change from conversation evidence to a measured comparison.
Scout proposes the next version. Give it a KPI. It grounds each change in conversation evidence and tests it before you publish.
Define what success means.
Specify the outcome you want to measure and which conversations qualify. Track objectives and guardrails for your agents.
Turn a recurring pattern into a proposed change.
Review improvement items and trace them back to the conversations that prompted them.
New ideas Scout found.
Drag a card here.
Built and tested. Waiting for you.
Drag a card here.
Experiment running on live traffic.
Drag a card here to start its experiment.
See what Scout would change.
Compare the draft with the live version, then approve it before publishing.
Check availability with find_available_appointments.
If a time is open: offer an available appointment time.
If times are open: offer up to three, so the customer can pick.
If nothing fits: follow the scenario “Waitlist”.
Test the change. Measure the outcome.
Test each new version on a slice of traffic to verify the improvements.
Learn from each new version.
See how your agents improve.
See what Giga would
resolve at your company.
AI agents for email, chat, and voice.
Enter your work email to see what they’d resolve.