“We added AI to the workflow” usually means a chatbot was bolted onto an existing process with no scope, no escalation rule, and no owner — the software equivalent of hiring someone and giving them no job description.
Agentic AI works the same way a new hire does: it needs a defined scope (what it’s allowed to decide alone), a clear escalation path (what it hands to a human, and when), and someone accountable for its output. Skip that setup and the “AI feature” either does too little to matter or too much to trust.
Onboard the AI like you’d onboard a person. The mistake was never the model — it was skipping the job description.