Use workflow automation when inputs, rules and next steps are predictable. Use AI when the task requires interpreting varied information.
Often, the best solution combines fixed steps, one AI task and human approval for consequential actions.
Compare your starting points
| Decision | Workflow automation | AI agent |
|---|---|---|
| Inputs | Structured forms, events and records. | Documents, conversations and varied requests. |
| Sequence | Steps are known in advance. | Next steps depend on the situation. |
| Rules | Explicit conditions determine the outcome. | Interpretation happens within agreed limits. |
| Testing | Check paths, exceptions and integrations. | Also assess output quality across real examples. |
| Controls | Permissions, retries and exception handling. | Also limit tools, actions, cost and escalation. |
Start with the task
A form can create a CRM record through fixed rules. AI can classify a free-text enquiry. A person can approve the resulting proposal.
Map the trigger, required information, connected systems and expected outcome. Include missing records, duplicate requests and failed integrations.
- Find the step causing the most avoidable work.
- Separate understanding information from taking action.
- Give unresolved cases a clear route to a person.
Set clear permissions
An assistant may read customer records but only draft changes. Require approval for payments, deletion or sensitive external messages.
Agree which data is processed and retained. Keep action logs and a recovery path. Grant only the access each task needs.
Test the whole job
Use real examples, ambiguous requests and poor inputs. Check that the system escalates cases it cannot safely resolve.
Measure completed tasks, review effort, response time and running cost. Expand authority only when results support it.
Bring these questions to your brief
- Which task repeats most often?
- What makes exceptions difficult?
- Which actions need approval?
- What counts as a correct result?