Hi everyone,
I’m working with a customer service center that is fully built on App Engine (Now Experience + App Engine Studio + Flow Designer), without using standard CSM tables like sn_customerservice_case. We’re now planning how to start introducing AI Agents in a small, low-risk, high-value way.
I’d love your input on:
Quick wins:
What would you implement first as an AI Agent in this scenario?
Examples: smarter triage/routing, auto-classification, KB recommendations, summarizing long case history, or agent assist suggestions.
Architecture & best practices:
Any recommendations for designing skills/domains for AI Agents when everything is custom on App Engine?
Key considerations for security, data scope, testing, and monitoring when connecting AI Agents to custom tables and flows?
If you’ve done something similar (AI Agents + custom App Engine apps for customer service), I’d really appreciate any lessons learned or pitfalls to avoid.
Thanks in advance!
