Using AI Agents to Automate Multi-Step Workflows

Traditional automation tools work well for fixed, predictable steps, but struggle when a workflow requires judgment calls, like deciding how to categorise an ambiguous customer request.

AI agents can read unstructured input, decide which of several tools or systems to use, and adapt their next step based on what they find, handling variability that rigid automation cannot.

We typically pair agents with traditional automation, using the agent for the judgment-heavy parts of a workflow and simple automation for the predictable parts, which keeps the system easier to debug.