AI agent or workflow automation: which do you need?
They solve different problems. Here is how to tell which one fits, and when you need both.
The two terms are often used as if they mean the same thing. They do not.
Workflow automation follows rules
When something happens, do this, then that. A new order creates an invoice and sends a confirmation. The steps are known in advance and the result is predictable.
Choose it when the process is stable, the inputs are structured, and you want it done the same way every time.
An AI agent works with language
An agent reads and writes natural language. It can answer a customer's question, summarise a document, or decide which team should handle a message.
Choose it when the input is free text or the task needs interpretation.
Often you need both
A common pattern: an agent reads an incoming enquiry and understands what it is about, then a workflow creates the record, notifies the right person and sets a reminder.
A useful test
Can you write the steps as a checklist that never needs interpretation? Use workflow automation. If the input varies and needs reading, add an agent.
Whichever you use, keep a person in the loop for anything sensitive. See the AI customer support agent and workflow automation use cases for examples.
All insights ยท Discuss a similar project