AI agents vs. automations: when to use which
Rules are fast and predictable. Agents handle the messy middle. Here is a simple framework for choosing, with real workflow examples.
Classic automations follow rules: when X happens, do Y. AI agents can read, decide and draft. The best workflows combine both.
Use a rule when the path is always the same
Syncing a new customer to billing or posting a message when a deal closes should be instant and identical every time. Rules are cheaper, faster and easier to audit.
Use an agent when judgement is needed
Summarising a support thread, drafting a kickoff plan or sorting messy invoices needs understanding. Let the agent do the first draft and ask a human to approve.
Rules for the predictable, agents for the messy middle, humans for the decisions.