Service
Agent Workflows
Ticket triage, document intake, reporting, ops routines. Repetitive work handed to agents, with a person approving where it counts. Measured, not promised.
- Engagement
- Fixed scope per workflow, or time and materials
- Typical duration
- 3 to 6 weeks for the first workflow, faster for the ones after it
- Ideal for
- Operations, support, finance and engineering teams with high-volume repetitive work and a clear owner for it.
Problems it solves
Sound familiar?
- The same twenty questions arrive every day and a senior person answers them by hand.
- Documents come in as PDFs and attachments and someone retypes them into the system.
- Weekly reports take a day to assemble from five tools and are outdated when they land.
- Automation tools exist, but every exception ends up back on a human's desk.
Outcomes
What changes
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Named workflows run by agents end to end, with a person approving the steps that carry risk.
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Exceptions handled by the agent up to a defined line, escalated with full context past it.
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Every run logged with inputs, actions, outputs and cost, so you can audit it and improve it.
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A measured baseline before and after, so the result is a number and not a feeling.
Deliverables
What you receive
- Workflow design with approval points, escalation rules and failure handling
- Implemented workflows on your agent runtime or automation stack, as code in your repository
- Evaluation set and monitoring for quality, latency and cost per run
- Handover with runbooks so your team can add the next workflow themselves
How it works
How the engagement works
An automation that works ninety percent of the time and fails silently the rest is a liability. Agent workflows earn their place when they are boring: defined inputs, defined actions, a human in the loop where the cost of error is high, and a log of everything.
I start with the workflow that hurts most and has a clear owner. We measure how long it takes today. Then the agent takes it over step by step, and we measure again. If the numbers do not move, we stop and say so.
The workflows are code and configuration in your repository. Your team can read them, change them and add the next one.
Related work
Where this engagement has been applied
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-71% first-response time on routine categories
Built an agent workflow that classifies, enriches and drafts answers for inbound support tickets, resolves the routine ones with one-click approval and escalates the rest with full context. First-response time fell while a person stayed on every risky reply.
Next step
Start with Agent Workflows.
Send a few lines about your setup and what is failing. I reply with the questions I need answered before we scope, and a slot for a first call.