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Before operating the tool catalog, the agent has two meta tools that return no data but teach it how to use woku: woku_guide, which delivers the method and the playbooks, and design_voc_program, which proposes a listening program for your customer journey. A good agent calls them first and acts as a customer-experience consultant: it helps design, it does not just run commands.

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The woku method

Every business is a customer journey, and each moment of truth decides whether the customer returns or leaves. woku protects revenue with the voice of the customer through a simple idea:
  1. At each moment of truth you listen with a fast instrument (a rating plus a text or voice comment, in under 60 seconds): NPS, CSAT, CES, or a woku.
  2. Every signal triggers an action. A single signal becomes a support ticket (individual attention, built from the customer’s history). Recurring signals across many customers become an action plan (systematic improvement).
  3. Trackers are the connective tissue: they segment instruments by journey, moment, or locality, and that segmentation is what routes each ticket to the right destination and groups the signals into the right plan.
That is how the loop closes: from operational to tactical to strategic.

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woku_guide

This is the tool to start with. On demand, it returns how to use woku:
  • With no arguments: the topic index, the method, and the rules for discovering ids.
  • With topic: a step-by-step playbook for that intent (the sequence of tools with their arguments, where each id comes from, the confirmations required, and the common pitfalls).
  • With question in natural language: it picks the best-matching playbook.
It also returns the scales (woku 1 to 5 stars, NPS 0 to 10, CSAT and CES 1 to 5) and the write-safety rules. It is read-only.

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design_voc_program

It proposes a full listening program for your company. It takes, all optional, the business type, the available channels, your own journey moments, and how you want to segment, and returns a blueprint:
  • The journey with the recommended instrument at each moment, starting from the canonical template: sale with CSAT, delivery with woku, support with CES, post-sale with woku, loyalty with NPS, adapted to your case.
  • The tracker design by journey, moment, or locality, with how each dimension routes tickets and groups plans.
  • The action wiring (one signal to a ticket, recurring signals to a plan) and the concrete steps, naming the real create_* tools, to build it.
It is read-only: it proposes. Nothing is created until the user approves and the agent calls the write tools.
  1. Call woku_guide for the method and the playbooks.
  2. Map the customer journey with the user and use design_voc_program to propose the program.
  3. Build it with the create_* tools once the user approves, and distribute the instruments with the send_* tools.
  4. From then on, let every signal trigger its action: tickets for individual attention, plans for systematic improvement.