How it works
One process, end to end. Here: accounts payable.
Cases start on their own, agents do the routine, people decide the exceptions, and every step is measured. Here on accounts payable; the same for any process.
Step 1
Every invoice gets its own case
A schedule checks the supplier mailbox, sorts the attachments and opens a case for every invoice. Nobody re-keys anything.
Step 2
Agents do the routine, people decide
Each invoice is read and checked for duplicates and against the supplier before it goes for approval and payment. When something doesn't fit, it stops and waits for a person, with the details already extracted.
Step 3
Every step is measured
From the first case you see how long work takes, how much of it is people working and how much is waiting, what the AI costs, which steps are slowest and which fail most. Every number opens the cases behind it.
