New AI agents follow the same knowledge, rules, and workflows that support teams already use, without rebuilding SOPs as siloed knowledge for AI
NEW YORK and PARIS, NY (PRUnderground) September 17th, 2026
Stonly, the knowledge platform for customer service in the AI era, today announced the launch of Business Process Agents (BPAs), AI agents that automate customer service processes end-to-end by following the same knowledge and SOPs human support teams use.
Business Process Agents go beyond AI that simply answers questions. They follow structured Stonly Guides that define the steps, decision logic, rules, required information, and actions behind a support process. That means the same process can be followed by a human agent, used to guide a customer through self-service, or executed autonomously by AI.
The result is AI that can automate the complex, high-value support issues where the right resolution depends on the customer, the situation, company policy, and what happens at each step.
As customer service organizations push for greater automation, simple questions have become increasingly easy for AI to answer. The harder problem is everything that comes next: troubleshooting, eligibility decisions, account changes, policy workflows, escalations, and the countless "it depends" situations that make up real support operations.
Today, teams trying to automate those processes typically translate them into prompts, agent instructions, retrieval rules, workflow logic, and other AI configuration. Over time, they end up maintaining one version of the process for people and another for AI.
With Business Process Agents, AI can follow the same support knowledge, SOPs, rules, and workflows the team already uses.
"AI has gotten very good at answering questions, but customer service is not just a collection of questions and answers," said Alexis Fogel, Founder and CEO of Stonly. "The most important support work follows processes: check this, ask that, apply this rule, take an action, and make a different decision depending on what happens. Business Process Agents let AI follow the actual process instead of requiring teams to recreate it separately for AI."
What Business Process Agents Do
Execute Complex Support Processes
Business Process Agents follow Stonly Guides step by step, including branches, decision logic, required checks, customer information, policies, and actions. They can ask for information, determine what happens next, take action through connected systems, and continue through the process until the issue is resolved or human judgment is required.
That makes it possible to automate processes that cannot be handled reliably with a single answer or simple prompt, including troubleshooting, eligibility, intake, account changes, policy-driven workflows, and other complex "it depends" cases.
Use the Same Process as the Support Team
Business Process Agents run on the same Stonly knowledge and workflows used by human agents. Teams do not need to maintain separate documentation and logic for people and AI.
When the process changes, the team updates the Guide. The new process is immediately available wherever it is used.
Work Autonomously or With Human Agents
Business Process Agents can resolve customer issues directly or work alongside human agents. A BPA can complete an entire process autonomously, handle part of a process and ask an agent to approve an important decision, or collect information and complete procedural work before handing the case to a person with the context and next step ready.
This allows teams to automate as much of each process as makes sense without forcing every support interaction into either fully manual or fully autonomous service.
Make Advanced AI Easier to Build and Maintain
Business Process Agents are created from human-readable Stonly Guides that support, operations, and knowledge teams can understand and manage.
Teams define the process once and use it for people and AI. New BPAs can be created from processes the organization already knows how to run, and changes can be made directly to the underlying process instead of being recreated across separate systems.
Why Business Process Agents Matter Now
Customer service organizations are under pressure to use AI for more than answering simple questions. They need AI to reduce the cost of service by resolving the complex issues that consume meaningful agent time.
But complexity has been the ceiling on automation.
The more important a support process becomes, the more likely it is to depend on detailed procedures, exceptions, business rules, customer context, and actions across multiple systems. Human teams already have SOPs to manage that complexity. Recreating the same logic separately for AI creates another version that has to be built, tested, governed, and maintained.
Business Process Agents remove that duplication.
Instead of creating one process for people and another for AI, companies can have AI run the processes they already use. People and AI share the same source of truth, changes only need to be made once, and automation can extend to processes that were previously too complicated or too risky to hand over to AI.
"Without Stonly, teams end up recreating the same processes for AI that their support teams already know how to follow," Fogel explained. "The opportunity is much bigger than making prompts better. It is giving AI the ability to follow the same processes the business already trusts its people to follow."
Availability
Stonly Business Process Agents are [available today / entering beta with select customers today]. Business Process Agents can be deployed directly to customers or used alongside human agents.
For more information, visit stonly.com.
About Stonly, Inc.
Stonly is the knowledge platform for customer service in the AI era. It helps support teams create, govern, and deliver accurate, structured knowledge for customers, support reps and AI, and turn that knowledge into processes that people and AI can follow. Stonly makes self-service, agent guidance, and AI more reliable and scalable. Backed by top venture capital firms Northzone and Accel, Stonly serves complex support environments at companies. Stonly is HIPAA, GDPR, and SOC 2 Type 2 compliant. Learn more at stonly.com.
