AI Agents
Module 01Lesson 4

Lesson 4. Project Roles and Communication

Theory

Lesson 4. Project Roles and Communication#

Why This Matters#

Different people are involved in agent projects: the client, users, process owner. Understanding roles helps you communicate correctly and get the information you need.

Key Idea#

Each participant has their own expectations and fears

The business owner wants savings. The manager fears losing their job. The user wants convenience. Your job is to speak each person's language.

Main Roles#

1. Client (Business Owner / Manager)

What matters:

  • impact in money and time

  • risks and reliability

  • timeline and cost

How to communicate:

  • numbers and facts

  • case studies from similar projects

  • a clear plan

Typical questions:

  • "How much will we save?"

  • "How fast will it pay off?"

  • "What if it doesn't work?"

2. Process Owner (Manager / Coordinator)

What matters:

  • how their work will change

  • whether they'll lose control

  • how to train the agent

How to communicate:

  • show that the agent is a helper, not a replacement

  • involve them in setup

  • explain how they'll manage the agent

Typical fears:

  • "Will I be replaced?"

  • "The agent will make mistakes and I'll be blamed?"

  • "Will I be able to control it?"

3. Users (Employees / Customers)

What matters:

  • convenience

  • simplicity

  • clarity

How to communicate:

  • simple instructions

  • examples

  • support at the start

Typical questions:

  • "How does it work?"

  • "What if the agent doesn't understand?"

  • "Can I bypass the agent and contact a human?"

4. You (Builder / Consultant)

Your tasks:

  • uncover the real problem

  • gather data and rules

  • configure the agent

  • train the team

  • hand over control

Typical Situations#

Situation 1: Client Wants "Everything at Once"

Client: "Build an agent that sells, consults, books, and analyzes"

Your response: "Let's start with one task, the most painful one. We'll do it quickly, show results, then expand. That's more reliable and the impact will be clearer."

Situation 2: Manager Resists

Manager: "I'm managing fine, why do we need this?"

Your response: "The agent will handle the routine — typical questions, form filling. You'll have more time for complex clients and sales. Want to try it on a subset of tasks?"

Situation 3: Users Don't Understand

Customer: "Is this a bot? I want to talk to a human"

Solution: make the agent transparent — it says it's an agent and offers human contact when needed.

Client Communication Checklist#

Before the project:

  • Identified who makes decisions

  • Found out who will use it

  • Learned fears and expectations

  • Showed examples and cases

  • Discussed risks and plan B

During:

  • Keep everyone updated on progress

  • Collect feedback

  • Respond quickly to questions

After launch:

  • Trained the team

  • Handed over instructions

  • Showed how to improve the agent

  • Agreed on support

Check Your Understanding#

  1. What are the main roles in a project?

  2. What matters to the business owner?

  3. How do you work with manager resistance?

  4. Why is it important to speak each person's language?