Start with one autonomous WISMO loop that can identify the order, gather live context, detect a small set of common conditions, reply safely, and save a follow-up commitment.
This proves the core value without starting with every supplier, warehouse, carrier, and replacement/refund edge case.
The MVP is one intake path, one canonical order context, one routing workflow, three specialist handlers, one customer communications agent, and one follow-up monitor.
MVP Goal
By the end of the MVP, Duckie should reliably answer:
- Which customer, order, shipment, and support case is this?
- What does the OMS, WMS, carrier, and support history say right now?
- Is the order normal, split, delayed in fulfillment, or stalled in carrier tracking?
- What can Duckie safely tell the customer without overpromising?
- Should Duckie answer, monitor, ask for more information, or escalate?
- When did Duckie promise the next update, and what event should trigger it?
Minimal Flow
Build First
| Piece | What to build | Done when |
|---|
| Intake deployment | Trigger from a WISMO tag, chat intent, email rule, or helpdesk group. | Duckie creates or finds a stable WISMO case ID. |
| Order lookup | Find the order from requester email, authenticated customer ID, ticket metadata, or order number. | Duckie asks for order ID only when identity or order selection is ambiguous. |
| Order context workflow | Pull canonical OMS, WMS, carrier, and support-history fields. | Downstream agents receive one structured context object. |
| Condition routing workflow | Route normal status, partial shipment, carrier stall, low-confidence, and restricted cases. | The branch label is saved as a WISMO condition. |
| Standard status agent | Explain normal processing, in-transit status, delivered status, and customer-safe ETA. | Replies include status, source, next action, and follow-up only when needed. |
| Split shipment agent | Itemize shipped, delivered, and pending items. | Customers can see which component maps to which shipment. |
| Carrier exception agent | Explain label-created-no-scan, no movement, delivery attempt, and tracking-resumed cases. | Duckie starts allowed traces or escalates when action is not allowed. |
| Customer communications agent | Draft and send customer replies using approved tone and facts. | Responses never invent ETAs or generic windows. |
| Follow-up state | Save next_follow_up_due_at, last_status_sent, and follow_up_reason. | Promised follow-ups can be audited and retriggered. |
Defer Until the MVP Works
Add these after the first loop is trusted:
- Supplier allocation and backorder investigation
- Warehouse short-pick, quarantine, or cycle-count exceptions
- Delivered-not-received review
- Replacement, refund, cancellation, and address-change write actions
- Broad proactive outbound messaging for every backend event
- Advanced customer segmentation, VIP paths, or SKU-specific rules
- Automated alternate component recommendations
Required Human Handoffs
Keep humans in the loop only when policy, risk, or missing authority requires it:
| Condition | Handoff |
|---|
| Order value exceeds replacement/refund threshold | Route to the owner with order value, shipment facts, and recommended action. |
| Fraud, payment, or address hold is present | Route without exposing restricted risk signals to the customer. |
| Data conflicts across OMS, WMS, carrier, or support history | Route with the conflict called out clearly. |
| Same customer contacted support 2+ times for the same order | Route as priority review with prior replies summarized. |
| Duckie cannot identify one clear order | Ask the customer for verification or route to manual review. |
Do not use the MVP to automate high-impact write actions. Duckie can prepare drafts and recommendations, but replacement, refund, cancellation, and address-change actions should remain gated until the policy and approval path are tested.
When to Expand
Move beyond the MVP when:
- Order identification works reliably for the selected channel
- The canonical context object is stable
- Normal, split-shipment, and carrier-stall replies pass QA
- Low-confidence and restricted cases escalate cleanly
- Follow-up commitments are saved and retriggered reliably
- Historical WISMO tickets pass replay and batch tests
Next Pages
After the MVP:
- Read the system map to see the full architecture.
- Build intake and order context.
- Add condition routing and agents.
- Use the rollout plan before expanding live scope.
