From a request to an approved action

Much of everyday work happens between systems. Someone reads an enquiry, checks a record, finds the relevant information and decides what should happen next.

An AI agent can help carry that work forward. It can interpret a request, gather context and use connected tools to complete a defined task.

We engineer the software around the agent, including what it can access, which actions it can take and when it needs to stop or involve a person.

Where an agent can help

  • Prepare and route enquiries

    Read incoming enquiries, check existing customer records and create a useful brief. Update the CRM, assign the next step and flag missing information for your team.

  • Handle routine service requests

    Check an authenticated customer’s account, consult the relevant policy and carry out a permitted update. Pass exceptions to a person with the information already gathered.

  • Move document-based work forward

    Gather information from submitted documents, identify missing details and prepare records for review. Support processes such as supplier onboarding or project intake, where each submission may need different follow-up.

  • Investigate operational exceptions

    Check information across connected systems when an order, request or process gets stuck. Bring the relevant evidence together, suggest a next step and carry out actions within the agreed scope.

Choose the right level of automation

When a process follows fixed rules, straightforward workflow automation may be the better choice.

An agent becomes useful when the next step depends on interpreting language, gathering changing information or choosing between permitted actions. Some systems need both: predictable workflows for the routine steps, with AI handling the parts that require interpretation.

We start by understanding the work and choosing the simplest reliable approach.

Workflow automation
With an agent

Clear boundaries are part of the build

An agent’s instructions are only one part of the system. Permissions, approval rules and checks also need to be enforced by the software around it.

  • Access scoped to the task

    We connect the agent to the data and tools it needs, with permissions enforced through the application and its APIs. Public information, internal knowledge and customer records are handled according to their access requirements.

    Customer recordsread only

  • Approval before consequential actions

    We agree which actions can run automatically and which need a person’s approval. Changing account access, issuing a refund or making a commitment to a customer can each require different controls.

    Refundsneed a person’s approval

  • A plan for failed steps

    Systems time out. Information conflicts. A tool call can fail after an update has already happened. We design validation, retry rules and checks against duplicate actions, with clear routes for recovery or escalation.

    Timeoutscheck, then retry

  • Visibility into what happened

    We record relevant tool calls, actions, approvals and outcomes so your team can investigate issues. Limits on time, cost and the number of steps help keep each task within its intended scope.

    Every tool callrecorded

Start with one useful task

We begin with a defined piece of work and a clear understanding of what successful completion means.

Together, we map the systems involved, identify the information the agent needs and agree where human review belongs. We then build and test the workflow against representative tasks, incomplete information, conflicting instructions and failed tool calls.

Evaluation looks beyond whether an answer sounds convincing. We assess whether the task was completed correctly, how much review it needed, how long it took and what it cost to run.

That gives us a practical basis for improving the system and deciding where to expand its scope.

Built to keep working as your business changes

  • Business rules change.
  • APIs evolve.
  • New types of requests appear.

We plan for monitoring, evaluation and ownership from the beginning. Changes to the agent, its tools or its instructions can then be tested against known tasks before release.

Your team should understand what the agent handles, how to review its activity and how to pause or escalate work when needed.

You’re in good company

From startups to established enterprises, these are some of the teams we build software with.

What work would you like to move forward?

Tell us which tasks keep returning to your team, what systems they involve and where judgement is needed. We’ll help you work out whether an agent is a useful fit and where to start.

Thanks, we’ll be in touch soon.

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