Agents and workflows
The hand-off is the highest-risk moment in any automated workflow
Every serious automation eventually meets a step it should not own. What happens at that boundary decides whether the whole system is trusted.
A bad hand-off arrives as a bare notification: no context, no history, no suggested next step. The person starts from zero and resents the system that put them there.
Teams judge automation by its worst hand-off, not its best run.
AI systems can now summarise everything that happened before the hand-off, so the receiving person can start from the middle instead of the beginning.
Escalation no longer has to be binary — a system can ask a narrow question, get an answer, and continue.
The boundary between automated and human work can move over time as confidence builds, if it was designed as a boundary at all.
Keep reading
The stages between “can you quote this?” and money in the bank — and which of them an automated workflow can genuinely own.
Decision framework for choosing between full automation, human-in-the-loop and augmentation approaches for revenue workflows.
Next step
Talk to us about implementing these approaches in your organisation.