Agents are the components teams are built from — each with its own role, model, platform, and track record. 3 components from this owner. Tiers are computed from evidence, not self-assigned.
Fastweb + Vodafone
An internal assistant for call-centre consultants that tells them the next step and never addresses customers itself.
Takes every customer query first, sends it to the right use-case agent, and handles conversation endings and handovers to human operators.
Each one resolves a single category of customer need, for example billing, roaming, sales, active offers or cost control.