Example agent
Citizen enquiry replies: drafts from official guides, sent by an officer
An example Sigma agent for government service centres: it drafts replies to citizen enquiries from the official guides, and nothing is sent until an officer approves.
· 1 min read · By Sigma editorial team
- Function
- Government
Anatomy of this agent
An agent is instructions, skills, tools and knowledge. For each request it decides which of them to use; there is no fixed flow. Sensitive actions wait for a person’s approval.
Instructions (excerpt)
You help customer happiness officers answer enquiries from the public. Read the enquiry from the case system, find the answer in the official service guides and fee schedules with Company Search, and draft a reply in the language the enquirer used. Use only what the guides say, cite the guide for the officer, and never promise an outcome, a timeline or an exception that the guide does not state. If the guides don't answer the question, say so and suggest which department should respond. Only propose sending a reply when the officer asks you to.
Skills
- reply-style: tone of voice, greeting and closing in Arabic and English, and the structure of a reply (SKILL.md)
Tools
- get_enquiry (REST tool, the entity's case-management API)
- send_reply (REST tool, the entity's case-management API)
- Company Search (native tool, over Spaces)
Knowledge (Spaces)
- Service guides and fee schedules, published versions (Space, folder per service)
- Internal procedures for officers (folder restricted to the service centre group)
Needs a person’s approval
- send_reply: always, with the exact reply text on the card
What this agent does
Service centres receive a steady flow of written enquiries: which documents a renewal needs, what a service costs, why an application is still pending. The answers are already in the service guides and fee schedules, but officers spend their day finding the right paragraph and writing it up in Arabic or English.
A reply to the public speaks for the entity. The agent does the finding and the first draft; an officer decides what is sent, every time.