What is a workflow software?

The key difference between an automation workflow and an AI agent lies in their structure and autonomy.

• Automation workflow is a structured and predefined sequence of steps designed to handle specific, usually repetitive tasks. These workflows follow explicit rules laid out by a developer: "if X happens, then do Y." Workflows are predictable, linear, and operate within fixed boundaries without deviation. They are excellent for consistent, well-mapped processes where control and reliability are priorities.
• AI agent, on the other hand, is an autonomous system that is goal-oriented and capable of making decisions independently. Instead of following a fixed sequence, AI agents analyze their environment, plan their own steps to reach goals, adapt to new information, and handle complex or unforeseen situations dynamically. They choose their own actions, can learn over time, and operate flexibly with minimal human intervention.

Examples of workflow automation span a wide range of business functions and industries, typically aimed at automating repetitive and manual tasks to boost efficiency, accuracy, and productivity. 

Here are some concrete examples:

1. Employee onboarding and offboarding: Automating the collection and sharing of new hire information across departments like HR, Payroll, and IT; offboarding workflows ensure security and information continuity when employees leave.
2. Expense reimbursement: Employees submit online reimbursement requests which are routed automatically for manager approval, finance evaluation, and payroll integration, sometimes with rules for automatic approval of small expenses.
3. Employee status changes: Automate updating employee status data across HRIS and other systems when promotions or terminations occur, sending notifications for each change.
4. Customer service workflows: Automate case creation, customer ID verification, dispute handling, and notifications to speed up support and improve case resolution quality.
5. Sales workflows: Automate quote creation, contract approvals, onboarding new customers, follow-up reminders, and renewal reminders to reduce admin work and accelerate sales cycles.
6. Marketing workflows: Automate social media post scheduling, negative review responses, customer opt-out management, lead generation reports, and engagement tracking.
7. IT support workflows: Automate employee account setups, software/device requests, project requests, and service ticket handling to accelerate IT operations.
8. Project and task automation: Automatically assign tasks based on status changes, deadlines, and availability; streamline sprint planning and bug triage in product development.
9. Customer support ticketing: Ticket routing, acknowledgment, and resolution tracking through automated systems reduce response times and free staff for complex issues.