Triggers
Work starts when something happens, not when someone remembers.
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Automation
Routine work, handled the same way every time.
Automation
Not everything needs an agent.
Much useful work is routine. Where a task is well understood, we automate it plainly and reliably, and keep agents for the parts that need judgement.
Principles
Reliability
The same input gives the same result, and failures are surfaced instead of hidden.
Escalation
When a case does not fit the rule, it goes to an agent or to a person.
How we work
01Write the rule down
If a task can be described completely, it is described completely before anything is built.
02Start on an event
Each automation runs because something happened, not because someone remembered to run it.
03Route what does not fit
Cases outside the rule go to an agent or a person, with the reason they did not fit attached.
What a person checks
01
The failures
Failures are surfaced rather than hidden, and someone is responsible for looking at them.
02
The exceptions
Every case the rule escalated, and whether it should have been.
03
The rule itself
A rule that was right once is reviewed when the work around it changes.
Routine work you would rather not do?
Tell us about it. Some of it needs an agent; much of it just needs doing reliably.
