/* scripts/transform.mjs RULE 12: with JavaScript off, show the content the runtime would otherwise keep collapsed. */ [data-nojs-reveal]{display:block !important}
Skip to content
Transformativ Book a discovery call
AI SERVICES

Agentic operations

AI agents doing real work inside your operations.

Agentic operations means AI agents carrying real work inside an operation, such as claims, customer service, payments and back-office processing, while people handle judgement, exceptions and accountability. Transformativ designs and builds them for Australian enterprises in financial services and other regulated sectors. We start from how the work is done today, so the agents fit the operation and the value shows up in cost, speed and service.

THE PROBLEM

Why most AI in operations stays a pilot

Most operations teams have seen an AI demo work. Far fewer have AI agents running on live volumes. Three things hold them back:

  1. The easy work gets automated, then progress stops.

    The returns sit deeper in the process, and nobody mapped where.

  2. Agents can't be audited.

    In a regulated operation every decision needs a record, and agents built without one never get approved for live work.

  3. People aren't designed in.

    Teams who fear for their roles don't adopt the tools meant to help them.

WHAT CHANGES

What changes

Agentic operations puts AI agents on the routine work and your people on the judgement.

  1. AI agents carry the routine steps of a process end to end: intake, checking, drafting, routing and follow-up.

  2. Every task gets a verdict: automate, augment or preserve.

  3. Your people move to judgement, exceptions and customers.

  4. Every agent action leaves a full record, so the operation stays auditable.

  5. Cost, cycle time and service are measured against a baseline from day one.

THE METHODS

The methods behind it

Agentic operations draws on all four of our capabilities.

HOW IT RUNS

How it runs inside Catalyst+

Agentic operations runs through Catalyst+, our AI transformation product, in three stages.

See how Catalyst+ works →
  1. 01 · DEFINESIX WEEKS

    Define

    We baseline the operation, give every task a verdict, design the target process, roles, agents and controls, and build the costed value case. Where the scope is one process or team, AI agents are live on real cases by week 6, with your people reviewing every output.

  2. 02 · ACTIVATETYPICALLY 8 TO 12 WEEKS

    Activate

    AI agents go live across the first process at full volume.

  3. 03 · SCALE

    Scale

    The next processes follow in waves, with value measured from day one.

What happens in the six weeks

WEEK 1WEEK 6: AI DELIVERING VALUE
  1. WEEKS 1 TO 2ALIGN

    WEEKS 1 TO 2 | ALIGN

    Agree the process or team in scope. Baseline the operation: cost, cycle time, service and AI spend today.

    BY WEEK 2

    The scope agreed, with the operation's cost, cycle time and service baselined.

  2. WEEKS 3 TO 4DISCOVER

    WEEKS 3 TO 4 | DISCOVER

    Work directly with the people who run the process. Give every task a verdict: automate, augment or preserve. Map where the returns sit beyond the easiest work.

    BY WEEK 4

    Every task has a verdict, and you know where the returns sit.

  3. WEEKS 5 TO 6DESIGN

    WEEKS 5 TO 6 | DESIGN

    Design the target process, roles, agents and controls, and build the costed value case. Where the scope is one process or team, AI agents go live on real cases, with your people reviewing every output.

    BY WEEK 6

    Where focused, AI agents are live on real cases, with a costed value case and a board-ready blueprint to scale them.

QUESTIONS

Common questions about agentic operations

Agentic operations means AI agents carrying out multi-step work inside a business process: reading a claim or request, checking it against policy and records, drafting the decision or response, updating systems and routing exceptions to a person. People set the rules, handle the exceptions and approve decisions above an agreed threshold. A chatbot or copilot answers questions; an agent completes steps of the process itself.

Processes with high volume, mostly repeatable decisions, information spread across documents and systems, and a clear owner. In financial services that typically means claims lodgement and triage, invoice and supplier payment checks, complaints and hardship triage, customer due diligence refreshes and service requests. The first agents go where a decision can be checked and reversed easily and the data they need is already accessible, so value is proven before higher-stakes work.

Each agent works within set permissions, records every action and the information it used, and hands any decision above an agreed risk or value threshold to a person. We set those thresholds with your risk team, test the agent on historical cases before it touches live work, and monitor its accuracy once it's live. That matches what APRA asked of banks, insurers and super trustees in April 2026: an inventory of AI use, clear accountability, monitoring after deployment, and controls over agentic workflows.

Some tasks move to agents, and the roles around them change. Routine checking, data entry and drafting usually move first. Exceptions, complex cases and customer conversations stay with people and become a larger share of the job. We redesign the affected roles with the people who hold them, and show you early where capacity is released, so decisions about it are made deliberately.

For a single process, AI agents are working on real cases within six weeks, with your people reviewing every output. In Define we baseline cost per case, cycle time and quality, so the first results are measured against today's numbers. Activate then takes the process to full volume, typically over 8 to 12 weeks.