When the rules are clear
Standard automation follows defined instructions: when a form is submitted, create a record; when a date approaches, send a reminder. Consistent inputs and clear rules make the process easier to test.
When information needs interpreting
AI can help categorise varied messages, summarise a conversation or extract details from documents. The output can be uncertain, so important facts need validation and the workflow needs a review route.
How they work together
An email arrives. AI suggests a category and prepares a summary. A rules-based workflow routes it to the responsible person. That person checks the details before making a commitment to the customer.
Choose the simplest useful option
Before adding AI, check whether the existing software already solves the task. A template, a better form or a standard integration can be cheaper and easier to maintain.
Keep accountability clear
Decide what happens if the information is incomplete or the suggested output is wrong. Assign an owner and make failures visible. A process is more than the step that uses AI.