Enterprise Agent Portfolio Architect

Outcome: Test whether source-grounded drafting helps support staff answer routine questions while retaining human approval. No efficiency target is asserted without baseline data.

Minimal portfolio: One support-drafting assistant, owned by the support lead. Shared capability: approved-knowledge retrieval with source and version references. Avoid separate agents for every article category until workflow evidence justifies them.

Task allocation: Human staff receive and classify requests. Assistant drafts from supplied approved articles, identifies gaps and proposes escalation. Human staff verify sources and approve or revise every answer, then send through existing tools.

Access boundary: Read only authorized articles and necessary sanitized request text. No employee-record access, outbound messaging, account changes or ticket writes. Unknown or conflicting policy goes to the human owner.

Quality controls: Check source support, scope, completeness, privacy and clarity. Track unsupported-claim rate, corrections, reviewer effort and successful resolution using real pilot records.

Deployment waves: First build a manual evaluation set from authorized examples. Next conduct a limited assisted-drafting pilot. Expand only after quality and cost evidence, owner review and explicit access approval.

Economics: Record model/tool cost, reviewer time, setup, maintenance and failure handling. Baseline handling time and quality are unknown; ROI cannot yet be calculated.

Stop conditions: Repeated unsupported answers, privacy leakage or unavailable approved sources require pausing the pilot and review.

Status: Proposed architecture only. No agent deployed, connector configured or monitoring activated.