Automation
Choose automation when steps are deterministic: when X happens, do Y. Examples include acknowledgements, routing, reminders, status changes, and document requests.
Chatbot
Choose a chatbot when the work is primarily answering bounded questions or collecting structured information. Make escalation visible and avoid pretending the bot has authority it does not have.
Agent
Choose an agent when the workflow genuinely requires reasoning across tools or information. Define the allowed tools, approval gates, audit trail, budget, stop condition, and human handoff before production use.
- The decision test
Ask whether a form, rule, template, or search could solve the problem first. Advanced labels do not create operating value; a reliable fit does.
- A practical next step
Map one real workflow on a single page: entry point, data destination, owner, acknowledgement, next action, exception path, and metric. If the map is clear, scope the smallest reliable improvement. If material unknowns remain, audit before pricing a full build.
FAQ
01How long should this take?
The timeline depends on scope, access, dependencies, and decision speed. A narrow repair can be short; a connected platform or migration needs explicit milestones.
02Do we need AI?
Only if reasoning or language work improves a defined workflow. Many high-value fixes are better handled by forms, rules, integrations, or clearer ownership.
03What should we prepare?
Bring the current URL or workflow, systems involved, owners, known failure points, required date, and constraints. Keep credentials and sensitive data out of initial messages.