Field notes/Article 03

Field notes · 5 min read

AI agents in mid-size operations: a practical scope

Process Intelligence Team

Apr 11, 2026

ARTICLE COVER

AI agents are at their best when they reduce the cost of decisions that don't need to be made by a human, but currently are.

Start with single-task agents, not omnibus assistants

An agent that classifies an inbound ticket and routes it is easier to evaluate than an agent that 'helps the support team.'

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