AGENT FIRST
How It Works Industries Free Tools Agent Challenge Pricing Apply for the pilot program
The operational decision layer for rules-heavy frontline work
RIGHT CLIENT. RIGHT ACTION.

Keep the human.
Upgrade the agent.

The right answer changes by who you're serving.

Agent First resolves each account's approved rules into the right action, wording, and next step while the work is happening, not after. Built first for multi-client contact centers, where getting the wrong client's rule is especially costly, and unusually easy to measure.

Same question. Different client. Different correct answer.
See Agent First Work Build a Sample Client Profile Take the Agent Challenge
Try it yourself

Same question. Different client. Different correct answer.

A simplified, illustrative version of how Agent First actually resolves a rule. Pick an industry, then a client, to see the Active Profile in action.

Industry
Active Profile
Pick a client above to see the answer
 
Or ask this client about something else:
Play the full Agent Challenge →
For clarity

What Agent First is not.

Not a knowledge base
It doesn't just retrieve a policy.
Not a generic assistant
It works from approved client rules and can return NOT SPECIFIED.
Not a replacement for your systems of record
Agent First works alongside your contact-center platform, scheduler, CRM, and other operational systems rather than replacing them.
How it works

Each client's rules, entered once. A clear answer when the configured rules cover the situation.

1
Configure once
A client's rules get entered once into a structured Client Profile: a real rule set the system checks against on every call, not a document the agent has to search.
2
Ask, on the live call
The agent tells Agent First who they're talking to and what the customer wants. No searching, no second system to check.
3
Get a verdict and the words
Agent First hands back a clear decision, plus approved or configured wording. The agent still decides. It does not talk to the customer.
What changes

Less searching. Faster answers. More consistent decisions.

The work an agent actually does under time pressure breaks into three steps: find the right client's information, interpret what it means for this situation, and act on it correctly. Agent First collapses those three steps into one working answer, so adding a client shifts more of the client-specific knowledge burden into configuration instead of repeated agent retraining.

Find the answer faster
Instead of jumping between documents, systems, and tabs, the current client's rule is already in view.
Ramp faster
New agents have less to memorize before they're trusted with a real call, and policy changes reach agents once an approved Client Profile update is published. What if you didn't have to teach every rule before the first call that counts? That's a hypothesis a pilot is built to test, not a claim already proven. See what ramp costs today →
Apply the right client's rule
The Active Profile shows exactly whose rules are in force right now, whatever your team calls that unit: client, account, or location.
Reduce supervisor pull-ins
Agents don't have to escalate routine questions simply because the answer was hard to locate. Curious what that's costing you today? Run the numbers →
Answer consistently
Every agent works from the same approved Client Profile, reducing variation in how the same client rule is handled across agents. The agent still reads the answer and decides what to say.
The search problem gets more expensive when the workforce keeps changing. See it in your own numbers, not an industry average.
Estimate ramp cost → Run the Supervisor Tax Calculator → Calculate your Total Chaos Cost →
How it decides

Agent First doesn't just retrieve the rule. It resolves the decision.

Finding the policy is only half the job. Agent First resolves what that policy means for this client, this customer, and this call, right now. Every answer resolves to one of a small set of plain outcomes, not a paragraph to interpret.

ALLOW / DO NOT ALLOW
Whether the agent can proceed on their own.
VERIFY
A detail to confirm before deciding anything else.
DISCLOSE
A specific line this client requires the agent to say out loud.
DOCUMENT
Something that has to be logged or recorded before the call ends.
TRANSFER / ESCALATE
When the call, or the decision, belongs with someone else.
NOT SPECIFIED
This client hasn't set a rule for this situation. Agent First says so instead of guessing, and routes it to a person.

Agent First works from the client's approved operating rules. It can help interpret the request. It doesn't get to invent the policy.

Inside one industry, adding a client is genuinely configuration: real rules entered once, running on the same engine already live today.

The trust model, in one line
Approved rules → Active Profile → Explicit outcome → Source shown → Human decides
What this could look like elsewhere

One engine. Different operating environments.

A Profile can represent a client account, a location, a practice, a branch, a program, or any other operating unit with its own approved rules. The examples below are illustrative. The companies are not real and the rules are not verified against how these industries actually operate today.

Insurance
Same call: a minor accident, no injuries, asking about a rental car.
One client's profile lets the agent approve a rental on the spot, up to a daily cap. Another requires verifying a coverage add-on first, then escalating to an adjuster.
Healthcare
Same call: a parent asking for a same-day visit for a mild fever.
One client's profile lets the agent book directly against a defined list of non-urgent symptoms. Another sends every same-day sick call to nurse triage first.
Home services
Same call: no hot water, reported at 9:40pm.
One client's profile treats it as an after-hours emergency and dispatches a tech tonight. Another holds it for the next available slot unless there's active water damage.
Property management
Same call: no heat, 38°F outside, reported at 11pm.
One client's profile authorizes the agent to dispatch the on-call vendor directly. Another escalates every after-hours emergency to a live manager.
Beyond contact centers: scheduling

AN OPEN SLOT ISN'T ALWAYS THE RIGHT APPOINTMENT.

A calendar shows an open slot. It doesn't know whether this customer, this service, and this account are actually allowed to use it. That's a rules problem before it's a calendar problem, and it's the same kind of decision Agent First resolves on a call.

Does this client require a deposit before the slot is held?
Is this date inside a blackout window for this specific client?
Does the customer meet the eligibility rule for this service?
Is this request inside the allowed cancellation or rescheduling window?
Does this appointment type need a longer slot than the calendar is showing?
Does booking it require a specific credential or certification?
Does this request need a supervisor or manager sign-off before it's confirmed?
Is there a required disclosure the customer needs to hear before the booking is confirmed?
Agent First handles the operational decision, whether this is the right slot for this client, this customer, this request. Your existing scheduling system still handles the calendar itself.
It doesn't replace your booking software. It decides whether the slot your booking software is about to hold is the right one to hold.
Run the Can I Book It? calculator →
Why I'm building this

I'm not trying to replace the agent on the call. I'm trying to make sure they never have to guess.

I watched a good agent give a customer the wrong answer, not because they didn't care, but because the right answer was buried three documents deep and the customer was still waiting. I also watched new agents get handed folders of client policies and then be expected to navigate all of it under pressure. A new agent shouldn't need weeks of institutional knowledge in their head before they can be trusted with a real answer. That gap is what Agent First closes. It runs live today, built and rebuilt against real calls and more than a dozen real client profiles.

I accept a limited number of pilot partners at a time: multi-client operations and other rules-heavy frontline teams ready to test it against their own rules and their own calls.

Not a self-serve tool

Hands-on implementation and support, the whole way through.

Hands-on implementation
Your real policy language gets built into a Client Profile with you, not handed off to a self-service form.
Launch support
Someone is there for the first real calls, not just the setup call.
Rule-change support
When a client's policy changes, the Client Profile gets updated with you, not left for your team to figure out alone.
Direct support during the pilot
A direct line, not a ticket queue, for the length of the pilot.
Don't take our word for it

RUN YOUR OWN NUMBERS.

Four short, free tools, each built around a number you already have somewhere. No email required to start any of them.

What is supervisor interruption costing you?
Supervisor Tax Calculator
Enter your agent count and pull-in rate to see the hours and cost.
Run the numbers
What does new-hire ramp actually cost?
Ramp Cost Estimator
Enter your hiring numbers and today's ramp time to see the annual cost.
Estimate the cost
Where does decision time actually go?
Decision Resolution Time Calculator
Drag four sliders for find, interpret, confirm, and act, then turn it into an annual number.
Break it down
What do missed booking rules cost?
Can I Book It?
Enter your booking volume and how often a Profile-specific rule gets missed.
Run the numbers
Run all four, then turn them into one baseline.
Not a savings estimate. A directional read on your own numbers, before a pilot measures whether it actually moves.
Turn all four into a pilot business case →
Ready when you are
See Agent First run against your own rules.
Apply for the pilot program
Questions

A few things people ask first.

Does this replace agents?
No. The agent stays on every call and has the final word every time. Agent First hands them a decision and approved or configured wording. It does not talk to the customer.
What does setup look like for a new client?
A client's real rules get entered once into a structured Client Profile. It's a configuration process, not a software build, though the time it takes depends on how many exceptions that client's real rules actually have.
What happens to a client's rules once they're entered?
Each client's Client Profile is its own configuration. One client's rules are never visible in another client's calls, even when the same agent works both.
Are you looking for pilot partners?
Yes, but only a limited number at a time. Accepted pilot partners use Agent First at $69 per pilot agent per month for a live pilot of up to 90 days, with a 10-seat minimum ($690 per month). The standard $2,500 Client Profile implementation fee is waived. One bounded workflow family and one primary Client Profile are included by default. Additional Profiles, major integrations, or expanded scope are separately scoped. If the pilot continues, the configured Profile carries forward and a one-time $500 credit applies to the first post-pilot invoice. Nothing renews automatically.
How is this different from a script or a knowledge base?
A script or knowledge base can hold the same information. Agent First resolves which client's rule applies and what to do about it right now, instead of leaving the agent to find and interpret it live.
What happens if a client hasn't specified a rule for something?
Agent First says so instead of guessing at what the client would want. That situation resolves to NOT SPECIFIED and routes to a person, and it becomes a clear signal for which rule that client's profile needs next.
A limited pilot program

Let's see whether Agent First fits your operation.

Agent First accepts a limited number of pilot partners at a time, so applications are reviewed individually rather than accepted automatically. Fill this out to apply, and I will follow up directly.

See exactly what the pilot includes → Not ready for a pilot? Build a free sample Client Profile first →

Prefer email? Write to info@myagentfirst.com directly.

AGENT FIRST
Keep the human. Upgrade the agent.