Service 04

Automate the work that shouldn’t need a human.

We build the boring, auditable flows first — and add model-driven judgement only where a rule genuinely cannot decide. Every action an agent can take is scoped, logged and reversible.

agent · support-triageguarded
Ticket received#8841
Decide: refund, escalate or answer
policy match0.96value at risk£120approval neededno
Action taken
Human fallback

every step written to the audit log · 41ms

Choose the right tool

Not everything needs a model.

Most automation projects fail because they reach for judgement where a rule would do — or for a rule where the input is genuinely ambiguous. We split the workflow before we build it.

DETERMINISTIC AUTOMATION

When the rule is knowable

Repetitive, high-volume work with a defined outcome. Cheaper, faster and fully auditable — the default choice.

  • Rules, thresholds and state machines
  • Predictable cost per run
  • Replayable, diff-able, testable
  • No prompt to regress
AI AGENTS

When context has to be read

Unstructured input, fuzzy classification, drafting and summarising — wrapped in guardrails that keep the failure mode boring.

  • Context from your own data, not the open web
  • Scoped tools with permission boundaries
  • Confidence thresholds and human escalation
  • Evaluated on your cases before launch

Where it pays back first

Lead intake & qualificationEnrich, score and route inbound enquiries into the CRM with a written reason for each decision.first response in minutes
Support triageClassify, tag and answer the repetitive 60% — escalate the rest with full context attached.~60% handled without a human
Document processingExtract structured fields from contracts, invoices and forms, with confidence per field.per-field confidence scores
Reporting & summariesDraft recurring reports from source systems; every figure links back to its query.cited, not generated
Back-office operationsReconciliation, status chasing and multi-system updates that currently live in a spreadsheet.auditable end to end
Knowledge assistantsAnswer staff questions from your own documentation, with citations and access control respected.permission-aware retrieval

Four steps, starting with an audit

  1. 01

    Workflow audit

    Two weeks mapping volume, handling time and error cost per step. You get a ranked list of what to automate and what to leave alone.

  2. 02

    Scope & guardrails

    Before any build: what the agent may touch, what needs approval, what happens on low confidence, and how we’ll measure correctness.

  3. 03

    Build & validate

    Shadow mode first: the flow runs alongside the humans until it agrees with them often enough. Then a staged cutover by segment.

  4. 04

    Monitor & improve

    Dashboards for accuracy, escalation rate and cost per run — plus a monthly review where we tighten the cases that still need a human.

Safeguards

An agent is only as good as its limits.

These are not optional extras — they’re in the first sprint, and they’re what makes the system reviewable by risk and compliance.

  • Approval gatesAny action above a value or risk threshold waits for a named human.
  • Full audit loggingInput, retrieved context, decision, tool call and outcome — queryable per case.
  • Fallbacks and retriesModel unavailable, tool failing, output malformed — each has a defined path.
  • Human handoffEscalation carries the full context, so the person doesn’t start from zero.
  • Evaluations in CIA graded case set runs on every prompt or model change, so regressions are caught before release.

Integration surface

SalesforceHubSpotZendeskSlackJiraNetSuiteSnowflakeSharePointSalesforceHubSpotZendeskSlackJiraNetSuiteSnowflakeSharePoint

Automation questions

The audit scores each step on input structure, decision ambiguity and cost of being wrong. Structured input plus a knowable rule becomes a deterministic workflow. Only ambiguous input with a tolerable, checkable error mode becomes an agent.

Bring us the process everyone dreads.