The 9 capability modules
At a glance
The platform is built from nine composable capabilities. An “agent” is a workflow that strings some of these together according to the customer’s SOPs. Same building blocks, different recipes.
Why this matters
Customers describe their problem in their own language: “we need to handle inbound demurrage calls”, “we want to reconcile vendor invoices automatically”. The job of a CS person is to translate that into a recipe of these nine capabilities. If you know the blocks, scoping a new agent is a 30-minute conversation, not a week of RFP analysis.
The capabilities
| # | Capability | What it does | Real example |
|---|---|---|---|
| 1 | Communication | Multimodal — voice, WhatsApp, SMS, email. Multilingual with context preserved across channels. | Clara handles BDO card-delivery queries on voice + WhatsApp. |
| 2 | Document intelligence | Extract, validate, auto-fill from scanned or digital documents and images. | Customs agent reads BoE, BoL, DO, LEO, Shipping Bills at Adani Ports. |
| 3 | Human-in-the-loop | Escalate to the right human when confidence is low or stakes are high. | Nexa routes suspicious PODs to the BDO fraud team with full evidence trail. |
| 4 | Structured data analysis | Synthesise multi-source structured data into an actionable signal. | Maya correlates AWB updates, status, attempts, and customer history to detect anomalies. |
| 5 | Business intelligence | Surface data-driven decisions where the action happens — not in a dashboard nobody opens. | Hub manager gets a “you should add 3 more drivers to the Riyadh route tomorrow” suggestion in the trip planner. |
| 6 | Alerts & triggers | Preempt issues with proactive rules. Replace reactive firefighting. | Demurrage prevention outbound voice alerts before D-day charges hit. |
| 7 | Address intelligence | Analyse, correct, normalise addresses to cut failed delivery attempts and rework. | Address checker at DPD Polska and BDO. |
| 8 | Settlements & payouts | Reconciliation and payout verification at scale, with audit trail. | Nexa reconciles PODs against tariff and SAP postings. |
| 9 | Summarise & chat with data | Ask anything across operational data — summaries, lookups, follow-ups. | Ops manager asks “show me all orders stuck > 48 hours in the Mumbai hub” in plain English. |
How they compose
An agent is a path through this graph that the customer’s SOPs dictate. Some agents touch one capability (Address Checker). Some touch six (Clara).
A worked recipe: Clara at BDO
Clara composes capabilities 1, 5, 7, and 3 to handle 80%+ of card-delivery calls without human handoff.
What’s not a capability (and why)
- “Workflow automation” isn’t a capability — it’s how capabilities are composed. That’s the orchestration layer (LangGraph, supervisor agent). See architecture.
- “Integrations” isn’t a capability — it’s the substrate every capability runs on. See Tools & MCP.
- “AI” isn’t a capability — it’s the underlying model layer powering several capabilities. See Models.
Try it yourself
Pick a customer scenario you’ve heard recently and decompose it into the capabilities above. If you can’t, the gap is either (a) genuinely a new capability the platform doesn’t have, or (b) a recipe nobody’s written yet. Both are worth raising with the platform team.
Sources
- Carrix proposal deck, “Agent Platform Capabilities” slide
- BDO Unibank deck, process-flow sections
- agent-platform repo
Changelog
- 26 May 2026: Initial draft.