Have you heard about “agents”? Of course you have. It seems like every prospect and customer conversation I have, people want to talk about agents. It’s great because I am fascinated by agentic AI and I’m enthusiastic about the ways it can be used in business. I just want to talk about it in its rightful place: among the tools in our automation toolkit. The goal of agents is automation, but sometimes there is an easier and more deterministic way to complete an automation

When we center the conversation around agents, we sometimes forget why we came–to solve a problem or increase efficiency. We’re captivated by the idea of autonomous entities performing tasks, and rightfully so—it’s an exciting concept. However, this focus can sometimes lead us down a narrow path, causing us to overlook other, equally effective methods of automation. Agents are not the only answer, nor should they be considered the ultimate solution.

Admittedly, this isn’t a new problem. It is common for technologists to enter conversations where people want to talk about a technology. Sometimes, they have either already decided it will provide the benefits they desire. Other times, they’re just excited about the technology and want to find an application. On rare occasions they have even purchased a technology and they are looking to find a way to make their investment pay off. However, a good technologist always needs to know the “why” before they can tell you whether the “what” will work.

People are very excited about agentic AI. So, it seems to be happening a lot with this technology. Because Thunder offers Salesforce implementation and integration services, we’re talking a lot about Agentforce. Several times the conversation has been “we want Agentforce”. After some conversation, it becomes clear that the ultimate goal is to automate something.

Salesforce offers a robust suite of automation tools: flows, triggers, Apex code, integrations, and more. These tools have been instrumental in streamlining business processes, automating workflows, and enhancing efficiency for countless organizations. In this rich landscape, simply focusing on “agents” as the solution would be a disservice to the full range of possibilities and can often be picking a drill to drive in a nail.

It’s time to shift the conversation. Instead of fixating on agents, we need to engage in a more productive dialogue. Let’s talk about the specific objectives we want to achieve. Let’s focus on the tangible benefits we expect to deliver through automation. What tasks need to be automated? What outcomes are we aiming for? By framing the discussion in terms of goals and benefits, we can arrive at far more tailored and effective solutions.

When we begin with the “why,” we unlock a world of potential. We can then explore the full spectrum of available tools, including but not limited to agents, to determine the best fit for the specific challenges at hand. This approach ensures that our solutions are not only technically sound but also strategically aligned with our overarching business objectives.

This perspective is critical because technology should serve a purpose. It should solve problems, improve processes, and drive results. If we become too fixated on a single technology or methodology, we risk losing sight of these fundamental aims.

In practical terms, this means asking different questions. Rather than asking, “How can we use agents to solve this problem?” we should be asking, “What problem are we trying to solve, and what is the most effective and efficient way to automate a solution?” This simple reframing can make a world of difference.

By focusing on the “what” and the “why,” we open up space for creativity and innovation. We are no longer constrained by a single tool or concept. Instead, we are free to explore a multitude of possibilities, drawing from a rich toolkit to craft solutions that are uniquely suited to our needs.

In this new paradigm, the conversation shifts from “agent capabilities” to “automation effectiveness.” We begin to measure success not by the mere deployment of agents, but by the tangible improvements we achieve in efficiency, productivity, and overall business outcomes.

For instance, rather than assuming an AI agent is needed to automate customer support inquiries, we might find that a well-designed flow, combined with a comprehensive knowledge base, delivers an even better experience and more cost-effective solution. The key is to start with the objective and then select the best tools to reach it.

Moreover, this approach fosters a deeper understanding of the underlying processes. By closely examining the tasks we wish to automate, we gain valuable insights into how our operations function. This, in turn, allows us to further optimize and refine our processes, creating a virtuous cycle of continuous improvement.

This shift in mindset empowers us to become more thoughtful and strategic in our use of technology. We are no longer passive consumers, simply adopting the latest trends. Instead, we become active creators, tailoring solutions to our specific requirements and leveraging the full potential of available tools.

At Thunder, we believe in this approach wholeheartedly. We are committed to helping our clients design automation solutions that not only meet but exceed their expectations. We start by understanding your goals, your challenges, and your vision. Then, we draw upon our deep expertise and comprehensive toolkit to craft solutions that deliver real, measurable results.

We understand that every business is unique, and every automation challenge is different. That’s why we don’t offer one-size-fits-all solutions. Instead, we work closely with our clients to develop customized strategies that align with their specific needs and objectives.

Our focus is not just on deploying technology; it’s on driving meaningful change. We measure our success by your success. We are passionate about helping you achieve your automation goals and unlocking the full potential of your business.

So, let’s change the conversation. Let’s talk about what you’re trying to accomplish, the benefits you expect, and the outcomes you want to achieve. Let’s think about the bigger picture, and together we can build something amazing. Let Thunder help you craft solutions that make a difference.

If we set out on a path to automate large portions of your business, we will eventually find a great use case for agents and we’ll build you one heck of an agent.