Capstone · Design a full solution
Objective
Given a fictional customer brief, produce a complete solution package: discovery findings, agent architecture, integration plan, eval framework, and a 10-slide pitch deck outline.
Time: 3-4 hours (can be split across sessions) Prerequisites: Labs 1-4 completed. Familiarity with all agent pages and the platform section.
The brief
Customer: Al Rayan National Bank (fictional) Country: Saudi Arabia Industry: Banking — physical card and document delivery
Background: Al Rayan is the 4th largest bank in Saudi Arabia with 3.2 million customers. They deliver 120,000 physical items per month: debit cards, credit cards, checkbooks, welcome kits, and regulatory documents. Delivery is handled by 3 third-party logistics providers across 13 cities.
Current state:
- 18-person CX team handles ~8,000 calls/month (60% are “where is my card?”)
- Average call handling time: 6 minutes
- First-delivery success rate: 72% (industry benchmark: 85%)
- Average delivery time: 9 days (target: 5 days)
- No automated tracking notifications — customers only know status if they call
- Disputes (non-receipt, damage) take 14 days to resolve
- Using SAP TM for logistics, Genesys for call center
CEO’s mandate: “Automate 80% of inbound card-delivery calls and reduce delivery time to 5 days within 12 months.”
Deliverable 1: Discovery findings (30 min)
Based on the brief, write a 1-page discovery summary:
- Pain points (prioritized)
- Volume analysis — how many interactions per type?
- System landscape — what systems need to integrate?
- Data residency — Saudi Arabia has specific requirements. What deployment mode?
- Automation candidates — which use cases, in what order?
Use the discovery questionnaire as your structure. Note which questions you’d still need answered (the brief doesn’t cover everything).
Deliverable 2: Agent architecture (45 min)
Design the agent deployment. Draw a Mermaid architecture diagram showing:
- Which agents to deploy (map to agent templates from the platform)
- What tools each agent uses
- Integration points (SAP TM, Genesys, carrier APIs)
- Communication channels (voice, WhatsApp, SMS for Saudi market)
- Deployment mode (cloud, hybrid, or on-prem — justify your choice)
Include a phased rollout plan:
- Phase 1 (Month 1-3): Which agents go live first?
- Phase 2 (Month 4-6): What’s added?
- Phase 3 (Month 7-12): Full deployment
Hint: The BDO deployment is the closest reference. But Al Rayan is in Saudi Arabia — how does that change your architecture?
Deliverable 3: Integration plan (30 min)
For each integration point, document:
| System | Integration type | Data exchanged | Estimated effort |
|---|---|---|---|
| SAP TM | API | Order status, delivery events, addresses | ? |
| Genesys | Webhook | Call routing, agent handoff | ? |
| Carrier APIs (3 LSPs) | API | Tracking, delivery proof | ? |
| WhatsApp (Meta) | Cloud API | Customer messages | ? |
Deliverable 4: Eval framework (30 min)
For the first agent you’d deploy (likely WISMO), build:
- 10 eval scenarios (at least 2 per category: happy path, edge, adversarial, escalation, language)
- Success metrics and targets
- Drift detection plan
Use the format from Lab 4.
Deliverable 5: Pitch deck outline (30 min)
Outline a 10-slide deck for Al Rayan’s CTO:
| Slide | Content |
|---|---|
| 1 | Title + one-line value proposition |
| 2 | Their pain in numbers (from the brief) |
| 3 | The solution: agent architecture overview |
| 4 | Agent 1: WISMO — what it does, demo screenshot |
| 5 | Agent 2: Control tower — proactive monitoring |
| 6 | Agent 3: Dispute resolution — automated claims |
| 7 | Integration approach (SAP TM + Genesys) |
| 8 | Deployment + data residency (Saudi requirements) |
| 9 | ROI calculation |
| 10 | Timeline + next steps |
For each slide, write 2-3 bullet points of what you’d say.
Self-assessment rubric
| Criteria | Strong | Adequate | Needs work |
|---|---|---|---|
| Pain prioritization | Prioritized by impact + feasibility | Listed but not prioritized | Generic, not customer-specific |
| Agent selection | Right agents for the use case, justified | Agents chosen but rationale unclear | Wrong agents or missing key use cases |
| Integration realism | Considers SAP complexity, carrier variability | Mentions integrations generically | Assumes everything “just connects” |
| Data residency | Addresses Saudi requirements, recommends hybrid/on-prem | Mentions data residency | Ignores it |
| Eval quality | Covers adversarial + edge cases, realistic | Happy-path heavy | Only happy path |
| ROI specificity | Uses numbers from the brief to calculate savings | General ROI statement | No ROI |
Reference material
- BDO case study — closest reference deployment
- Deployment modes — data residency decision framework
- Industries: Banking — banking vertical context
- GTM positioning — pitch framework
- Templates — ROI calculator framework
Changelog
- 26 May 2026: Full capstone lab with 5 deliverables, self-assessment rubric, and reference material.