The situation
There's a workflow that eats hours: triaging tickets, reconciling records, drafting responses, chasing approvals. An agent could do most of it. The question is whether you can trust it to.
What we do
- Map the workflow honestly, including the exceptions that make it hard
- Design the agent with narrow, explicit permissions and the identity to match
- Build human checkpoints where the cost of a mistake is high, and remove them where it isn't
- Instrument every action so you can audit what happened and why
- Roll out in stages, measuring against the manual process
What changes
The workflow runs with people supervising rather than doing, and you have the evidence to expand the agent's scope when it earns it.