Case Discovery and Scoping
Explore how discovery findings turn a broad customer mandate into a focused, approvable first release. Learn to prioritize use cases by value and feasibility, apply risk tiers to agent actions, and run a build-versus-buy check before committing to a design.
The Veltra Telecom brief asked for an AI agent that handles customer service end to end and cuts contact center costs by 30 percent within six months. Taken literally, this request describes a project that would touch every channel, every contact type, and every backend system at once. It would also depend on an outdated knowledge base, an on-premises billing platform, and approvals from several teams. A project scoped this way is very unlikely to reach production on schedule.
Discovery and scoping turn a broad mandate into a first release that is valuable, buildable, and approvable. In Google’s FDE interviews, this step often separates strong candidates from weaker ones. Interviewers want to see a candidate gather the facts that matter, prioritize use cases deliberately, decide which actions are safe to automate, and check whether an existing product already solves part of the problem before proposing to build it. This lesson walks through each of these steps for Veltra.
What discovery revealed
The FDE team held a series of ...