Solutions
Business process automation
Business process automation connects repeatable steps so an agreed event can prepare or trigger the next action. Rules handle predictable decisions; AI may help interpret unstructured information. Not every workflow needs AI.
Where it helps
Who it suits
Businesses with repeated handovers and tasks that depend on someone remembering the next step. We clarify the process and responsibilities as part of the design.
What it does
Less chasing and a more visible sequence of responsibilities. We assess the end-to-end process, then design rules, AI or a combination around its handovers, approvals and exceptions. Not every workflow needs AI.
What we need to assess
- The current steps, owners and exceptions, including manual workarounds
- The trigger and conditions for each action
- Permitted systems, approval rules and a fallback when a step fails
- 01New enquiry
- 02Create and assign a task
- 03Send an agreed acknowledgementWithin tested rules and agreed permissions
- 04Gather follow-up documents
- 05Flag exceptions for your team
Example workflow
How it could work
A new enquiry could create a task, assign its owner, send an agreed acknowledgement and gather the documents for follow-up automatically. Unusual requests or missing details would be flagged for your team.
01
Validate the trigger
An approved enquiry starts a workflow. Required fields and duplicate records are checked before any downstream task is created.
02
Prepare the next steps
The workflow assembles a document pack and creates a review task. A calendar option is proposed rather than silently changing a customer's appointment.
03
Approve and handle exceptions
A person releases sensitive actions. Failed steps enter a visible queue with a responsible owner; retries must not create duplicate messages or tasks.
Limitations & approvals
Tested routine actions can run within agreed rules and permissions without approval each time. Sensitive updates and new commitments need approval; failed or unusual steps need a visible exception path.
Read about permissions, checks and human oversight →Test before launch
Test missing fields, repeated triggers, provider outages, permission failures and partial completion. Confirm that retries are safe, exceptions are visible and people can pause the workflow and recover the work.
Your proposal sets out the implementation, itemised price and ongoing support. Our Process explains subscriptions and how additional work is agreed.
See discovery, design, testing and support →Questions worth asking
When should we use rules rather than AI?
Use rules when the condition and action are predictable, such as creating a task from an approved event. Consider AI for interpretation or drafting, while keeping validation and consequential actions controlled.
Can we automate a whole process at once?
Begin by assessing business-wide opportunities, constraints and readiness. Then agree a feasible rollout with defined workflows, controls, testing, training and ongoing responsibilities, rather than assuming a single assistant is the answer.
Who is responsible if a step fails?
An agreed workflow owner needs a visible exception path and recovery instructions. Automation does not remove operational responsibility or the need for support.
A service, or part of a workforce?
Use this service for a focused need or connect it with other capabilities across your business. We design the combination around your goals, information and team.
Where could your business get time back?
Tell us where time gets lost, customers wait or information is hard to find. We’ll explore how AI support and connected workflows could help, and discuss a practical next step for your business.
Request a call and MindFish will follow up to arrange a time.