“Agent” has become a broad label for systems that use AI to make decisions or take actions. That does not mean an agent is the right starting point for every process.
Use a workflow for predictable sequences
If the inputs, rules, and outputs are known, a workflow is usually easier to test, secure, maintain, and explain. It is ideal for moving records, sending notifications, generating documents from structured data, and coordinating approved steps.
Use AI for interpretation
AI becomes useful when the system must summarize, classify, extract, draft, compare, or reason across unstructured information. Even then, the AI component can sit inside a larger deterministic workflow.
Use an agent for bounded choice
An agent makes sense when the system needs to choose among tools or next steps based on context. Give it a narrow objective, limited permissions, clear stopping conditions, and a route to human review.
Choose the least autonomous reliable system
Autonomy adds failure modes. Start with the simplest design that solves the business problem and add flexibility only where the evidence justifies it.