Three levels, not two
Automation versus no automation is too simple. Separate automatic execution, assistance with review, and human decision.
One agent may operate at different levels depending on data, customer and risk.
Tasks suitable for automation with limits
Classify requests
Suggest category, initial priority or department, escalating uncertainty.
Extract document data
Read references, dates or amounts and prepare them for validation.
Prepare recurring drafts
Create responses, summaries or documents from authorized sources.
Update low-risk states
Record a received file or a verifiable completed stage.
Send reminders
Notify people about deadlines or missing information without imposing sensitive consequences.
Tasks where AI should assist, not decide
Answer complex questions
Find precedent and draft; a person retains judgement and tone.
Analyze incidents
Group signals and suggest causes without closing critical issues.
Prepare quotes
Collect data and draft while price and commitment require approval.
Prioritize work
Recommend transparently and allow correction.
Review documents
Flag gaps or contradictions while responsibility remains human.
Decisions I would keep human
Hiring and firing, medical or legal decisions, credit access, sanctions, sensitive exceptions, major financial commitments and hard-to-reverse actions.
AI can prepare information, but should not hide who made the decision.
Safety questions before connecting it
Which sources can it read?
Output depends on source quality.
Which actions can it take?
Reading, drafting and sending are different permissions.
What happens when it is uncertain?
It must stop and request review.
Is activity logged?
The source and action should remain visible.
Can it be reversed?
Begin with recoverable actions.
Where I would start
Choose a frequent, bounded task that is easy to review. Measure time saved, escalations and corrections.
A boring pilot that works is more valuable than a spectacular agent with access to everything.
Good agent design reserves human attention for decisions that genuinely require judgement and accountability.