How Consultants Should Approach A Real-Time Agentic Automation Project: A Practical Guide for BPO's, SI's, VAR's and In-House Transformation Teams
- juliecumberland
- Nov 14
- 4 min read
Updated: 3 days ago
Why disciplined, real-world consulting, not hype, determines whether agentic automation succeeds.
Download the full guide here:
Real-time agentic automation is rising fast and every corner of the industry feels the pull: BPO consultants, Systems Integrators (SI's), CCaaS and CRM VAR's, enterprise architects, process excellence teams, in-house transformation leads.
Everyone wants to bring this capability to clients or internal stakeholders, but the truth is simple: technology is not the challenge, the approach is. The consultants who will win in this new era are the ones who bring method, maturity, and a deep respect for how real work actually happens.
TrustPortal’s real-time Agentic Automation has been integrated by BPO's, SI’s, and internal teams across some of the most complex legacy estates in the world; from that experience a clear blueprint emerges.
1. Start where the pain is, not where the politics are
(For BPO consultants, SI discovery teams, in-house transformation leads)
The loudest department is rarely the one that needs automation first. Great consultants look for work that truly strains people: high call volumes, slow casework, repeated data entry, multi-system journeys, inconsistent outcomes.
TrustPortal’s opening question is simple: “Where does your day break down?”
BPO teams use this to reduce handling time and improve one-and-done resolution; SI’s use it to anchor multi-system transformation; in-house teams use it to create immediate breathing room for advisors.
Pain first, technology second.
2. Map the Business Moment, not the entire universe
(For Systems Integrators, Enterprise Architects, Process Analysts)
SI's often map everything; BPO teams sometimes map too little.The sweet spot is the Business Moment, one journey, one scenario, one interaction between human, system, and customer.
This is where TrustPortal excels, you do not redesign a department, you redesign a single decision, a single knot, a single source of friction. Because the automation runs in real time, the win appears immediately.
3. Respect the legacy stack, automate above, not through
(For SI’s, enterprise architects, CCaaS and CRM VARs)
SI’s dream of modernising; enterprise architects want clean models; VARs hope for tidy platform uniformity.The reality is, companies run on battle-worn systems and they will not be replaced this year, or next.
TrustPortal succeeds because it works across your systems, not against them.A consultant approaching real-time agentic automation must accept the truth: the legacy stays, but the experience improves dramatically.
Your job is not to imagine greenfield, it is to tame the estate you inherit.
4. Put humans at the centre or the project will collapse
(For BPOs, contact centre leaders, in-house transformation teams)
Advisors and processors hold the real rules: the shortcuts, the judgement calls, the places where things go wrong. A consultant must capture tacit knowledge, unofficial steps, moments of overload, points of variation, and reasons why errors creep in.
TrustPortal uses all of this to pre-fill, guide, enforce rules, reduce cognitive load, and create consistency.
Agentic automation is never about replacing people; it is about lifting the strain that has been placed on them for far too long.
5. Do not automate everything, automate one thing beautifully
(For BPO, SI, VAR and internal teams)
This is where many programmes fail. They try to automate a whole department in one sweep.
TrustPortal’s philosophy is calmer and wiser:“Start narrow, go deep, win fast.”
One workflow, one team, one use case; finished properly, tested honestly, delivered without fuss. That creates momentum; momentum creates confidence; confidence unlocks scale.
6. Build governance into the design, not the documentation
(Essential for regulated sectors and SI-led deployments)
Real-time automation must move quickly, but governance cannot lag behind. Consultants should ensure that processes come with embedded rules, real-time audit trails, visible exception paths, supervisory oversight, and clear logic behind every decision.
SI's value this because it reduces risk; BPOs value it because it wipes out variation; regulated industries value it because it satisfies auditors.
Good governance is built in at the beginning, not bolted on at the end.
7. Measure in days, not quarters
(For BPO SLA's, SI milestones, transformation PMO's)
Executives lose interest when value is distant. TrustPortal avoids this by designing every flow for fast measurable impact:lower handling time, lower variability, higher completion rates, fewer errors, better advisor morale, better customer experience, less rework, more capacity.
A consultant should expect visible gains within four weeks; not four quarters.This is why BPO’s use it to hit SLA's and why SI’s use it to secure the next phase of funding.
8. Scale in rings, not fireworks
(For SI’s, architects, BPO transformation leads)
True scale happens in concentric circles: one business moment, then adjacent moments, then cross-team flows, then multi-system orchestration, then finally organisation-wide consistency.
SI’s like this because it reduces programme risk; BPO's like it because it avoids operational disruption; internal teams like it because it prevents political blowback. Slow is smooth; smooth is fast.
9. Honour the old consulting truth: clarity first, technology last
Technology is the servant; clarity is the master. Consultants begin with clarity: what the work is trying to achieve, what slows it down, where variation appears, what deserves human judgement, what should always be standardised.
Only then does real-time agentic automation make sense; only then does TrustPortal shine.
The Consultant’s Advantage with TrustPortal
Real-time agentic automation is not simply a new tool; it is a new way of helping organisations work with calm, consistency, and speed. Every consulting discipline gains something:
BPO consultants improve cost to serve while lifting CX.
Systems Integrators orchestrate multi-system processes without replatforming.
Enterprise architects achieve compliance and consistency within existing estates.
CCaaS and CRM VAR’s move from licence delivery to transformation delivery.
In-house teams secure quick wins that protect future budget.
This is not hype; it is the discipline of craftsmanship. Transformation delivered one steady, well-shaped business moment at a time. And that is what separates TrustPortal from the noise; a technology that behaves with the same discipline a great consultant brings.
Download our Guide here. If you have a project you would like to explore with our expert team, get started by messaging us on our 'Contact-Us' page. We look forward to hearing from you.
©TrustPortal 2025
Great guide….