At Airtop, we see tremendous value in both AI agents and workflows; each has its place in the modern automation landscape. While we've observed organizations sometimes deploying sophisticated AI agents where simpler solutions would work better, we're certainly not advocating against agents. In fact, there are numerous scenarios where agents are not just helpful, but essential. The key is understanding when to use each approach to maximize their respective strengths.
Understanding the Strategic Choice
When implementing AI solutions, choosing between agents and automatons requires careful consideration of the strengths of each approach. As Nate Herk recently highlighted, there's a fundamental mismatch when we deploy these agents for deterministic processes, those with clear, predictable steps and outcomes. Using agents for deterministic processes can create challenges:
Efficiency considerations - While agents excel at complex decision-making, they may introduce additional processing steps in straightforward scenarios
Resource allocation - The computational resources that power an agent's impressive reasoning capabilities could be optimized in predictable processes
Performance optimization - In time-sensitive operations with clear pathways, direct workflows can deliver faster results
These considerations aren't arguments against agents; they're strategic insights for maximizing the impact of your AI investments. Agents deliver extraordinary value when deployed in the right contexts, where their ability to handle uncertainty and adapt to changing conditions truly shines.
The Deterministic vs. Non-Deterministic Distinction
At Airtop, we approach automation projects with a fundamental question: Is this process deterministic or non-deterministic?
Deterministic processes follow predictable paths. When you input X, you expect Y to happen every time. Examples include:
Data entry into standardized forms
Report generation from structured data
Scheduled communications and notifications
Non-deterministic processes involve genuine uncertainty and require judgment. Examples include:
Complex customer service interactions
Strategic business planning
Research and development initiatives
Our Strategic Framework
Based on our experience implementing AI solutions across industries, we've developed a simple framework for choosing the right approach:
Use AI Automations When:
The process has clearly defined steps
Decision criteria can be expressed as simple rules
The environment remains relatively stable
Speed and cost efficiency are priorities
Debugging capabilities are essential
Use AI Agents When:
The environment is dynamic and unpredictable
Complex decisions require contextual understanding
Tasks involve exploration or strategic reasoning
The value of adaptability outweighs the cost of processing
The agent needs to learn and improve over time
The Hybrid Approach
What we've found most effective for many organizations is a hybrid model that combines the reliability of automations with the adaptability of agents. This approach:
Maps processes into their deterministic and non-deterministic components
Implements automations for all predictable paths
Deploys agents strategically at genuine decision points
Creates clear handoff protocols between automations and agents
Real-World Implementation
One of our clients, a mid-sized financial services company, initially attempted to use an AI agent for their entire customer onboarding process. The results were disappointing. Inconsistent outcomes, higher costs, and frustrated customers.
Working with their team, we redesigned the system. Efficient workflows handled standard document processing, verification checks, and account setup. AI agents were deployed only for complex risk assessments and customized financial recommendations.
The results were transformative:
Reduction in processing time
Decrease in operational costs
Improvement in consistency scores
Higher customer satisfaction ratings
Additional use cases for agents, automations, or both can be found below.
Moving Forward
As AI technology evolves, the distinction between agents and automations may blur. However, the fundamental principle remains: use the simplest, most reliable tool to effectively accomplish the task.
At Airtop, we're committed to helping organizations make these strategic choices, ensuring AI implementation that delivers genuine business value rather than just technical impressiveness.
Are you applying AI agents where automations would be more effective? We'd love to hear about your experiences and challenges.
Happy Automating!
