How should a team define a useful first routing pilot?

Begin by selecting a business decision the agent should own. ‘Handle incoming service requests’ is too broad to define a useful acceptance test. ‘Choose between account support, delivery support and clarification using supplied order context’ establishes a more inspectable boundary.

Specify what the agent receives, what it may retrieve and what it may change. Decide whether the pilot ends at a recommendation, an assignment submission or an accepted handover. These boundaries determine the generated records and environment behaviour required.

Also identify excluded capabilities. A routing pilot need not decide refund eligibility, interpret clinical information or resolve a complaint simply because those subjects appear in requests. The task should make the authorised boundary explicit when another process takes over.

A buyer can ask MirrorFirm to scope generated tasks around that decision boundary, with agreed failure categories and a representative exception path. Review whether the sample supports the intended test before expanding domains or tool access.

A narrow pilot cannot establish readiness for every connected process. Its value is a defensible account of which routing behaviours were exercised and which remain outside the evidence.