Customer service teams often face a bottleneck when attempting to automate tasks beyond basic inquiry responses. Current methods typically require engineers to translate human-readable SOPs into separate AI-specific configurations, resulting in fragmented documentation that is difficult to maintain. Stonly’s new Business Process Agents (BPAs) address this by allowing AI to operate directly from the same structured guides used by human representatives.

These agents follow decision logic, branch according to customer inputs, and interact with connected systems to resolve high-value issues like eligibility checks or policy-driven troubleshooting. Because the AI relies on the same source of truth as human staff, updates to a process flow apply universally across the organization. According to CEO Alexis Fogel, this approach prevents the need for redundant systems, enabling companies to scale automation into complex areas previously deemed too risky or cumbersome for AI to manage.