Stonly Launches Business Process Agents to Automate Complex Customer Service Processes

PARIS, NY (PRUnderground) September 17th, 2026 Stonly, the knowledge platform for customer service in the AI era, has launched Business Process Agents (BPAs), AI agents designed to automate complex customer service processes end-to-end. These agents follow the same knowledge, rules, and workflows that support teams currently use, without the need to rebuild standard operating procedures (SOPs) as separate knowledge bases for AI.

Business Process Agents go beyond simple question-answering AI. They follow structured Stonly Guides that define the steps, decision logic, rules, required information, and actions behind a support process. This 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 handle the complex, high-value support issues where the right resolution depends on the customer, the situation, company policy, and what happens at each step.

According to Alexis Fogel, Founder and CEO of Stonly, "AI has gotten very good at answering questions, but customer service is not just a collection of questions and answers. 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."

These agents are designed to execute complex support processes 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. This capability makes it possible to automate processes that cannot be handled reliably with a single answer or simple prompt, such as troubleshooting, eligibility decisions, account changes, policy workflows, and other complex "it depends" cases.

One of the key benefits of Business Process Agents is that they 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, and the new process is immediately available wherever it is used. Business Process Agents can also work autonomously or alongside human agents, completing an entire process, handling part of a process and asking an agent to approve an important decision, or collecting information and completing procedural work before handing the case to a person with the context and next step ready.

Fogel explained, "Without Stonly, teams end up recreating the same processes for AI that their support teams already know how to follow. 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."

Stonly Business Process Agents are now available today, allowing companies to automate processes that were previously too complicated or too risky to hand over to AI. This innovation is expected to reduce the cost of service by resolving complex issues that consume meaningful agent time, while maintaining the same processes and knowledge that support teams already use.