Give an AI Agent One Decision at a Time

An agent doesn’t need to own an entire workflow to be useful. Start with one decision a person can easily review.

A small service-request trial

1. Choose one recurring request type that a support team already handles.
2. Let the agent sort the request and draft a suggested next step—nothing gets sent or changed automatically.
3. Ask the team to review each draft during a one-week trial. Track whether they use it, what they correct, and whether it helps with the specific delay they identified.

Keep sensitive requests out of scope, and make the team’s participation voluntary. Stop if review takes more effort than handling requests directly, or if the agent mishandles a request that should have gone to a person.

The first useful question isn’t “Can the agent automate this?” It’s “Does this narrow handoff help the people doing the work?” @Natalie Hussam Masarwa, what user signal would you want to see before expanding a trial like this?