AI Automation and Workflows

Automation of internal work, as distinct from customer-facing agents. Often the highest-return, lowest-risk place to start.

Use cases

1. Call and chat quality auditing at scale

Problem: manual QA samples 2–4 calls per agent per month. Everything else is unexamined. Automation: every interaction scored against the client's scorecard, with human QA reviewing flagged cases and calibrating the model monthly. Return: coverage moves from a sample to near-total, and systemic issues surface in days rather than quarters. Risk: low — the output is an internal signal, not a customer-facing statement.

2. Ticket triage and routing

Classify by intent, urgency and sentiment; route to the right queue; suggest a macro; flag anything that looks like a complaint or a churn risk.

3. Document extraction and validation

KYC documents, invoices, forms and claims: extract fields, validate against rules, flag exceptions for a human. Used heavily in back-office processes.

4. Interaction summarisation

Every call and chat summarised into the CRM automatically — disposition, key points, commitments made, follow-up required. Removes the after-call work that agents skip when the queue is busy.

5. Report generation

Daily and weekly operational reports assembled and narrated from system data, so analysts review rather than assemble.

6. Draft replies for agent approval

Agent-assist rather than agent-replacement: the model drafts, the human edits and sends. Faster to deploy and far lower risk than autonomous response.

7. Data reconciliation

Cross-checking telephony, CRM and billing records to find the discrepancies that currently surface at month-end.

Design rules

1. Human in the loop by default. Full autonomy is earned by measured accuracy, never assumed at launch.
2. Exceptions go to humans. The value is in handling the routine 80%, not in forcing the hard 20%.
3. Every automated decision is logged with its inputs, so it can be audited and explained.
4. A confidence floor exists below which the item routes to a human. See 27_Guardrails/04_Confidence_Thresholds_And_Handoff.md.
5. Measure the baseline first. Without a before, there is no after.

Where automation must not go without a human check

Credit or eligibility decisions · clinical assessments · legal determinations · disciplinary actions · anything that terminates a service or a relationship · anything where a wrong answer causes financial, medical or legal harm.

Commercials

Priced per workflow: discovery, build, and a monthly run fee including monitoring and drift checks. Third-party model usage passed through at cost.