AI & Automation
Automating Back-Office Work with AI and Human Assistants
The best back-office automation pairs AI for volume with people for judgement. Here is how to design it.
Effective back office automation combines AI and simple workflow tools for high-volume, rule-based steps with dedicated human assistants who review exceptions, handle judgement calls and improve the process. This hybrid approach delivers speed without sacrificing accuracy.
Good candidates for automation
- Extracting data from invoices and forms.
- Categorising emails and tickets.
- Generating routine reports.
- Updating records across systems.
The hybrid workflow
- AI extracts or categorises.
- Rules validate the result.
- Confident cases flow automatically.
- Exceptions go to a human assistant.
- Feedback improves rules and prompts.
Roles involved
| Role | Responsibility |
|---|---|
| AI agent developer | Builds automations |
| Virtual assistant | Handles exceptions |
| Data entry operator | Cleans and validates data |
| Process owner | Sets rules and KPIs |
Measuring success
Track processing time, error rate, exception rate and cost per transaction.
Explore AI agent developers and virtual assistants.
