Information work
Document retrieval, search, calculations, reporting and document creation can support a defined workflow.
TECHNICAL PAGES
Tools & Integrations
Reasoning alone does not make an agent operational. Tools and integrations give it carefully controlled ways to retrieve, prepare or progress work.
System work
Workflow systems, accounting systems, CRM, calendars, databases and specialist applications may provide approved inputs or actions.
Integration work
APIs and system connections can move information between approved environments without making people manually reconstruct it.
Deciding is not the same as doing.
An agent may determine that an action appears appropriate; a controlled tool or integration performs only the permitted action. The distinction matters because permissions, approval requirements and least-access principles apply to the capability that acts.
Useful design asks: what information is necessary, what action is allowed, who can authorise it and what should happen when the situation falls outside the rule?
PRACTICAL LENS
What this means for your firm
As tools and integrations are added, an internal agent can progress from recommending work to participating in controlled workflows. The firm needs to establish useful permissions, approval points and ownership of the integrations rather than granting broad access for convenience.
PRACTICAL LENS
What this means for services to your clients
AI-enabled services may interact with permitted client systems, creating richer support than a standalone chatbot. That possibility also makes integration scope, client permissions, support responsibilities and action boundaries part of the service definition.