Solution
AI Agents
AI Agents That Act Inside Your Systems
A chatbot replies. An agent reads the request, looks up the record, checks the rules, performs the action in your systems, and hands anything ambiguous to a person with the context attached. The difference is whether work gets finished.
“We bought an AI tool and it just answers questions. Nothing actually happens.”
How you know
You probably have this problem if…
- You have a chatbot on the website and it deflects almost nothing
- Staff still re-key the information a customer already typed
- Every AI pilot ended as a demo that nobody adopted
- Nobody can say what the AI is allowed to do without asking
The change
What the workflow looks like before and after.
Amber marks a step the system performs. Solid ink marks one a person still performs. The count above each column is how many steps still need someone's attention.
Today
5 human steps- Performed by Customer
Request arrives
Email, WhatsApp, web form
- Performed by A person
Someone reads it
Often hours later
- Performed by A person
Looks up the record
Switches between 3–4 systems
- Performed by A person
Re-types the details
Into the CRM
- Performed by A person
Replies
Copy-pasted from a template
- Performed by A person
Sets a reminder to follow up
Sometimes
After
1 human step- Performed by Customer
Request arrives
Same channels
- Performed by Automated
Agent reads and identifies
Matches to the existing account
- Performed by Automated
Checks rules and availability
Against live system state
- Performed by Automated
Acts or proposes
Within its written authority
- Performed by A person
Approves the exception
Only the ones that need judgement
- Performed by System
Records and follows up
Automatically, on schedule
- Automated
- A person
- System
- Customer
The system
What this looks like running in a business.
The same components we build with.
May act unattended
- Identify the customer
- Read order or account state
- Answer from cited policy
- Book or move an appointment
Must propose for approval
- Any price outside the band
Margin shown at approval
- Goodwill or refund over threshold
- Anything contractually binding
Must never attempt
- Close a complaint
- Invent a policy
Escalates if not in source
- Move money
- Low confidence on intent14Routed with full thread and record attached
- Price outside approved band6Held for approval, margin shown
- Distress or complaint language2Immediate handover, never auto-closed
22 items awaiting a person, grouped by cause so one decision clears a class rather than a case.
On a real engagement this document is signed by your operations lead before any code is written.
Enquiry arrives21:42
Portal, out of hours. Nobody is in the office.
Conversation opens21:42
Budget, area, property type and timeline established.
Position checked21:44
Chain and financing status asked directly, not assumed.
Scored and written to CRM21:44
Against your thresholds, entered once, no re-keying.
Viewing proposed21:45
Agent, vendor and property availability resolved together.
Agent opens a warm lead08:30
Full context attached. First substantive contact already happened.
State
- Source
- Portal
- Received
- 21:42, Sunday
- Message
- “Is this still available?”
- Known to us
- No
Follows a single record through the system, including the point where it stops and waits for a person.
The work does not disappear. It moves — and the steps left are the ones that needed a person.
Koderead · scope of authority
What we build
Four things, in this order.
A defined scope of authority
We write down exactly which actions the agent may take unattended, which need approval, and which it must never attempt. This is a document your ops lead signs, not a prompt we hide in code.
Real system access
The agent reads and writes to your CRM, ERP, ticketing, calendar and billing through their APIs. Without that, it can only talk about the work rather than do it.
An escalation path with context
When the agent is not confident, the human receives the conversation, the record, the reasoning and a proposed action — not a bare alert to go and investigate.
An audit trail
Every action the agent took, what it based that on, and who approved it. This is what makes the system defensible in a regulated review.
Boundaries
What stays with a person.
Agreed in writing before the build, not discovered afterwards.
- Pricing outside an approved band always goes to a person
- Anything touching a contractual commitment is proposed, never sent
- Complaints and distress signals escalate immediately and are never auto-closed
- The agent never invents a policy — if it is not in the source material, it says so and escalates
Integrations
We connect to what you already run.
Replacing a working system mid-transformation adds risk without adding value. If the existing tool genuinely cannot support the workflow, we say so at assessment rather than three months into a build.
- Salesforce
- HubSpot
- Zoho
- Microsoft 365
- Google Workspace
- Slack
- WhatsApp Business
- Twilio
- Stripe
- Custom REST / GraphQL
More specific
Narrower services under this capability.
If you arrived looking for one of these by name, each page answers it directly — including where the honest answer is that you need something else.
Questions we get
Asked and answered.
How is this different from the chatbot we already have?
Your chatbot almost certainly has no write access to any system. It can describe your refund policy; it cannot issue the refund, update the order, or notify the warehouse. An agent is defined by what it is permitted to change, not by how well it talks.
What happens when it gets something wrong?
Two controls. First, scope: high-consequence actions are proposed for approval rather than executed. Second, reversibility: every action is logged with the reasoning and can be rolled back. We design the blast radius before we design the capability.
Do we need to replace our CRM first?
Usually not. We would rather integrate with what your team already uses than add a migration to the critical path. If the existing system genuinely cannot support the workflow, we will tell you that in the assessment rather than three months into a build.
Where this lands hardest
Industries feeling this most.
Next step
Find out whether this is actually your highest-value fix.
Eleven questions, scored in your browser, with the arithmetic shown. It may well tell you that a different area matters more.
Start the assessment