An AI agent doesn’t just answer: it chains actions (looking something up, filling a form, calling an API) to reach a goal. The promise is big, but not every process is a good fit.
Where they help
- Repetitive, well-defined tasks: sorting requests, pre-filling files, summarising conversations.
- Searching for information across many internal sources.
- Preparing a draft that a human then approves.
Where they don’t (yet)
- High-impact decisions: payments, sanctions, contractual commitments.
- Poorly documented processes: an agent automates confusion as fast as anything else.
- Situations where a mistake cannot be undone.
Essential safeguards
Minimal permissions, a log of every action, human approval on sensitive steps and an easy way to stop the agent. An agent without these safeguards is a risk, not a productivity gain.
Practical tip
Before introducing an agent, automate the process the classic way first (forms, workflow, notifications). Once the path is clear and measured, AI can take over the steps where it truly adds value.
