Custom agents, skills, and MCPs

There is a wide gap between an agent that calls a tool in a demo and an agent that calls the right tool, with the right arguments, on the right account, at three in the morning, idempotently. Most teams cross that gap by writing more prompts. We cross it by treating agent systems with the same engineering discipline as any other distributed system.

The value to the business is straightforward: agents shaped to your domain - pricing, dispatch, intake, account research - that act inside the systems your teams already use, with permissions scoped tightly enough that your CISO can sign off. The unlock isn't replacing the human; it's removing the coordination overhead that keeps your best people from doing the work only they can do.

What's interesting under the hood is that very little of this is "prompt engineering." It's tool design, identity and permissions, retry and idempotency policy, evals against adversarial inputs, and observability so the on-call engineer can answer "what did the agent do, and why?" in under a minute. We ship MCP servers and skills into production environments that already have audit, SSO, and change management - because that's the only kind that scales.