AI agents for internal processes: providers and partners

Where does an agent help between two teams?

A case often stalls because a detail is missing or the next responsibility is unclear. An agent can gather information or prepare follow-up questions. Whether it may then change a ticket, an order or another record must be expressly defined.

• IT service: Complete a request, assign it and pass it on in the intended system.
• Internal enquiries: Query the details needed and keep the processing status traceable.
• Purchasing and back office: Prepare a case for decision on the basis of existing information.
• Team handovers: Pass on context and steps already completed together with the case.

A process also needs a failure path

In the selection discussion, check not only the success case. A system may be temporarily unreachable, data may be missing or an order may arrive twice. Each of these cases needs a recognisable status and a responsible person.

The measurement should cover the entire process. A fast automatic partial task achieves little if additional manual checking or rework arises afterwards. Therefore define quality criteria and the permitted scope of processing before a pilot.