Begin using AI agents by understanding and defining the process. Implement agents in a controlled manner to lay the foundation for solutions that can adapt as your operations and needs evolve.
AI agents add value when their implementation is part of process development. Technical setup alone is not enough: the agent’s role, responsibilities, and boundaries must be clear. A defined starting point boosts reliability and operational control.
Implementation is typically phased. Controlled sequencing lets you test, find benefits, and understand impacts without radical change. This approach also guides which agents to employ next.
For successful expansion, agents must not remain isolated pilots. Shared principles and well-defined roles ensure solutions can scale while remaining manageable.
Read more about the role of agents in business processes.
Limited use case as a starting point for controlled implementation
Service visit reporting serves as a good example of agent-controlled implementation. The process is limited, repetitive, and includes several manual steps in which information is generated in the field and transferred to the systems with a delay.
An agent can be involved immediately at the time of report creation, where observations dictated by the installer are transcribed, assigned to the correct object, and included as part of the service, inspection, or maintenance process without separate manual work. At the same time, the agent can mark the report as processed, flag missing information for review, or direct the case to further processing if the observation requires additional action.
However, the same operating model is not limited to technical maintenance. A similar structure applies in many industries, such as logistics, production environments, property maintenance, the energy industry, and expert and service organizations, where reporting or situational information is generated in a decentralized manner and requires allocation before further processing.
In all cases, the agent connects layers within the process, rather than replacing them. A bounded use case allows gradual, controlled extension to further processes.
Agent roles, responsibilities, and boundaries
The controlled use of agents requires clear roles. An agent always acts in a defined task and based on pre-defined information. Responsibilities relate to which actions the agent performs independently and at what point the case is transferred to an expert.
Defining roles supports trust in the solution. When the agent’s actions are limited and transparent, the implementation proceeds in a more controlled manner, and decision-making remains the responsibility of the human at points where judgment is necessary.
Clear boundaries also facilitate further development. The agent’s task can be expanded or refined in stages without rebuilding the entire process.
Further development and expansion in a process-oriented manner
When an agent is part of an everyday process, development is based on observations, such as repeated missing reports, processing delays, or deviations, which are regularly referred to experts.
Usage provides direct insights into phases that slow work, frequent deviations, and repetitive tasks. Agents help pinpoint inefficiencies and reduce manual tasks, allowing development efforts to focus on steps that deliver the greatest benefit.
It is worth connecting the expansion to the overall picture of the processes. A new agent or expanded task supports the existing operating model and does not create isolated automation. The whole remains manageable even as the number of solutions increases.
Process-based development helps agents adjust to operational changes. This approach supports ongoing improvements without major overhauls.
Read more about the role of agents as part of process control and deviation management.
Agents as part of sustainable development
The document processing, anomaly detection, and reporting processes described in previous use cases (here [link part 1] and here [link part 2]) provide a natural starting point for the controlled expansion of agents.
Agent-driven automation succeeds along a clear, phased development path. A sharp start, focused use case, and stepwise scaling reinforce sustainable progress.
Humans remain central: agents handle routine tasks and support decisions, but overall responsibility stays with the organization. Clearly assigned roles foster trust and long-term adoption.
Controlled implementation lays the foundation for agents to become part of the continuous development of operations rather than remain individual solutions.
If you plan to implement or further develop artificial intelligence agents, you can start development in a controlled way with a joint workshop. Identify suitable starting points in the workshop and define a clear path from the first use case to further development.
Discover the workshop on developing processes using artificial intelligence.
Marko Koskela
Chief Commercial Officer, partner
