3 articles
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Before you build an agent, you draw the process
Can AI do my reservations? The honest answer starts with a drawing of the process. Why process thinking is the skill that determines whether an agent works.
Someone I know started a B&B and asked me if AI could do the reservations. A simple question, with an answer I like to use in workshops. Because the short answer is yes. The honest answer starts with a drawing.
At the bottom of this article you will find a prompt that lets AI look at your process drawing, which you can just copy.
What is really behind a reservation
When we drew it out together, a lot came up. Bookings come in via a booking platform, via email, via text message and even via comments under posts on social media. Each channel requires its own access, its own settings and its own login details. An agent cannot reply to a message it does not see.
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Three types of agents, and why the middle one does the work
Knowledge agents, work agents and autonomous agents. Why the autonomous dream often derails today, and where the real gain is for those starting now.
The word agent pops up in every presentation about AI these days. Everyone has one, everyone is building one, and everyone means something different by it. That is why I first make a simple distinction in my workshops. There are three types of agents, and they differ mainly in how much they do independently.
At the bottom of this article you will find a prompt that helps you describe your first work agent.
From answering to acting independently
I call the first type the knowledge agent. It only responds when you ask something, in a chat window. You give it instructions and sources, for example your brand style or your product information, and it answers within that framework. Handy, but it does nothing on its own.
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Human in the loop or human on the loop?
With every automation you choose how much oversight you keep. The difference between approving every step and watching with your hand on the brake, and how you choose what fits your process.
As soon as you automate something with AI, a question arises that is often asked too late: where do I stand in this process? Do I still do something, do I just watch, or am I completely out of it? The answer determines how reliable your automation becomes, and how much time it really saves you.
Feel free to copy the prompt at the bottom of this article, then you can immediately see step by step where you stand in your own automation.
Two forms of oversight
In my workshops I make a distinction between two forms. The human in the loop and the human on the loop. It sounds like a play on words, but the difference is big.
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