AI can interpret context, support decisions, coordinate activity, and complete increasingly complex tasks. But adding agents, copilots and automation to poorly designed workflows can simply move the bottleneck somewhere else.
Concentrix configures AI-enabled workflows within enterprise platforms, defining how work, context, and decisions move between people, agents, copilots and automation. We combine agentic workflows, workflow automation, human intervention and intelligent work routing with the controls needed to improve performance safely.
Coordinate AI-enabled workflows end to end
Route work to the right human or AI capability
Reduce effort, delays, and unnecessary handoffs
Maintain human judgment and accountability
Improve productivity, quality, and control
01
Configure governed workflows in which AI agents interpret context, pursue defined objectives, use platform capabilities and connected tools, and take permitted actions across multiple steps
02
Configure rules-based automation for repeatable tasks, decisions, and process steps within platform-enabled workflows to reduce manual effort and keep work moving.
03
Define where human judgment, approval or intervention is required within AI-enabled workflows, and how exceptions are escalated and resolved
04
Configure how work is dynamically allocated between employees, copilots, automation, and AI agents according to capability, context, capacity, risk, and priority.
Workflow Orchestration configures how employees, copilots, automation, and AI agents work together within platform-enabled workflows. It defines how work is routed, how context passes between participants, when people intervene and what AI can do independently within defined permissions, and controls.
Intelligent automation typically focuses on automating individual tasks or process steps Workflow Orchestration coordinates the wider workflow, determining how people, copilots, automation and AI agents contribute, how work moves between them and where human intervention or oversight is required.
A copilot assists a person with information, recommendations, guidance, or generated content while the person remains in control. An AI agent can pursue a defined objective, select actions, use connected tools, and complete parts of a workflow within its permissions.
Strong candidates have clear objectives, accessible data and systems, measurable outcomes, and actions that can be completed within defined permissions. Variability, risk, customer impact, exception frequency, and the consequences of incorrect action must also be considered.
Control is established through permissions, thresholds, review points, escalation rules, monitoring, and audit trails. People may approve high-impact actions, handle exceptions, supervise performance, or intervene when activity moves beyond defined limits.
Measurement should reflect the performance of the workflow, not simply the number of automated tasks. Relevant measures may include cycle time, effort, quality, resolution, cost, experience, exception rates, human intervention, AI performance, and compliance.
"*" indicates required fields