News Summary

• The wrong starting point is asking, ‘Where can we use AI?’ because that puts the technology before the business problem.
• Organisations should start by asking what they are actually trying to solve and where the biggest bottlenecks or inefficiencies sit.
• The key distinction is whether the task follows predictable rules and has a clearly defined outcome.
• If it does, traditional automation or business rules can often get you there faster and more cheaply.
• But every additional agent introduces complexity, so businesses need to be confident the improvement to the process justifies it.