MVP

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

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.

Overview

Use Case Blueprints

MVP Goal

Minimal Flow

Build First

Defer Until the MVP Works

Required Human Handoffs

When to Expand

Next Pages

​MVP Goal

​Minimal Flow

​Build First

​Defer Until the MVP Works

​Required Human Handoffs

​When to Expand

​Next Pages

MVP Goal

Minimal Flow

Build First

Defer Until the MVP Works

Required Human Handoffs

When to Expand

Next Pages