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AGENTS AND ORCHESTRATION
Delegate multi-step work to AI agents within approved limits
Define which steps an agent may complete on its own, which actions need human approval and which systems it can use, so routine cases move forward while named owners stay accountable.
Industry
Financial services, Public sector, Telecommunications and service providers, Utilities, Technology
Business function
Operations and delivery, Finance and risk, Customer service
Business goal
Reduce manual work, Respond faster, Manage risk and compliance
Solution category
Agents and orchestration, Workflow and document automation
The opportunity
Agent pilots often stop at a recommendation because nobody has defined what an agent may do on its own. Without explicit authority, thresholds and exception owners, work either returns to manual handling or runs without adequate control.
How it works
- 01
Map the process into steps, decisions, systems and the owner of each outcome.
- 02
Set the authority for each step: automatic, approval required or human only.
- 03
Let the agent complete permitted steps and record each action with its evidence.
- 04
Route exceptions and threshold breaches to the named owner, then confirm completion.
What it needs
- Process map and decision rules
- Authority thresholds and exception owners
- Permitted systems and actions
What it produces
- Completed routine cases with action history
- Approval requests with supporting evidence
- Exception queue with named owners
Where people decide
Process owners set the authority levels; named staff approve actions above agreed thresholds and handle every exception the agent cannot resolve.
Example application
An insurer lets an agent assemble a motor claim, check policy cover and prepare the settlement, while payments above an agreed amount wait for a claims handler.
What to measure
Evaluation measures to agree before release, not achieved results.
- Share of cases completed within approved authority
- Time from exception to owner decision
Next step
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