7 · Hands-on labsLab 3 · Reverse-engineer Maya

Lab 3 · Reverse-engineer Maya

Objective

Without looking at the architecture page, sketch out how Maya (the BDO control tower agent) would handle an order with 3 failed delivery attempts in 48 hours. Then compare your design with the actual implementation.

Time: 45-60 minutes Prerequisites: Read the BDO case study for context on what Maya does. Do NOT read the Maya agent page or the Atlas agent page yet.

The scenario

BDO Unibank delivers 50,000+ debit/credit cards per month across the Philippines. Maya is the control tower agent that monitors delivery SLAs.

The incident: Order BDO-2026-43721 (a Visa Platinum card for a high-value customer) has had 3 failed delivery attempts in the last 48 hours:

  • Attempt 1 (Monday 10am): “Customer not home”
  • Attempt 2 (Tuesday 2pm): “Wrong address — building doesn’t exist”
  • Attempt 3 (Wednesday 9am): “Security guard refused entry”

Your task: Design the agent workflow that handles this incident. Draw it in Mermaid.

Exercise

Part 1: Sketch the workflow (20 min)

Think through:

  1. How does Maya detect this incident? (What triggers it?)
  2. What information does Maya need to investigate?
  3. Who does Maya need to contact? (Customer? Driver? Branch?)
  4. What actions can Maya take?
  5. When should Maya escalate to a human?

Draw your workflow as a Mermaid flowchart:

flowchart TD
  TRIGGER[...] --> ANALYZE[...]
  ANALYZE --> ...

Part 2: Identify the tools (10 min)

For each action in your workflow, identify what tool the agent would call. Reference the tool registry if needed.

ActionTool you’d use
Fetch order details?
Check delivery attempts?
Contact customer?
Update ticket?
……

Part 3: Define escalation criteria (10 min)

Write the rules for when Maya should escalate to a human:

  • What conditions trigger escalation?
  • What context should the human receive?
  • What’s the expected human action?

Part 4: Compare with actual (10 min)

Now read:

Compare your design:

  • What did you get right?
  • What did you miss?
  • What did Maya do differently than you expected?
  • Were there tools or capabilities you didn’t know about?

Reference solution hints

A strong solution would include:

  • Trigger: SLA breach alert from the alert management engine (3 failures = automatic escalation trigger)
  • Investigation: Fetch order details + all delivery attempt logs + customer profile
  • Pattern recognition: “Wrong address” on attempt 2 suggests an address quality issue — route to Address Intelligence
  • Customer contact: Voice call to verify address (the “building doesn’t exist” and “security guard refused” suggest the address is genuinely wrong)
  • Resolution paths: Update address → schedule re-attempt, OR escalate to branch for manual coordination
  • HITL trigger: High-value card (Platinum) with 3 failures in 48h should flag for human review before final action

Checklist

  • Mermaid flowchart drawn
  • Tools identified for each action
  • Escalation criteria defined
  • Compared with actual implementation
  • Wrote down 3 things you learned from the comparison

What you learned

  • How to think about agent workflows from first principles
  • The difference between what you’d design and what’s actually built (and why)
  • How real-world edge cases shape agent design

Next steps

Changelog

  • 26 May 2026: Full lab content with reverse-engineering exercise and reference solution hints.
Lab 2 · Write a discovery questionnaireLab 4 · Build an eval set