Agentic AI for shared services that finishes the request, not the form
Agents read the request, work it across your HRMS, ERP and service desk, and close it. Anything sensitive stops for a named approver.
Arrived by email, 09:14
- Request readVendor identified, change type classified 0:04
- Evidence assembledERP record, prior mandate, attached bank letter 0:19
- Held for approvalBank detail change · finance controller 0:26
- Applied and closedERP updated, requester notified, trail written 0:58
One human decision. Everything else handled by the agent.
Request volume grows every year. The headcount approved to handle it does not.
The work is repeatable but not scriptable. It arrives as an email rather than a clean form, and closing it means touching three systems.
Monthly volume × your cost per request × the share that is a repeat type. That is the annual spend on work nobody needs to be doing, and it rises with headcount.
| Compared on | Rule-based RPA or a chatbot | More people in the team | Agentic AI |
|---|---|---|---|
| Unstructured input | Needs a fixed form or file layout | Handled easily | Email, chat, attachments, free text |
| Deciding the next step | Predefined, in the order it was built | The person decides | Decided against your policy, then acted on |
| Working across systems | One integration per built path | Copy-paste between screens | Several systems in a single run |
| Unexpected exception | Fails and returns to the queue | Absorbed, often silently | Escalates with the diagnosis gathered |
| Cost as volume grows | Flat, plus a build cost per new path | Rises in step with volume | Broadly flat once the agent is live |
Four stages, and a named person signs off anything risky
An agent owns the request from arrival to closure. Not a chatbot that answers and hands off, and not a script that breaks when the input changes shape.
Arrive
In through Teams, WhatsApp, email or your existing portal, in the requester's own words. The agent works out who is asking, what for, and what is missing.
Assemble
It pulls employment status, vendor records, prior tickets and documents from your systems of record, reading attachments instead of waiting for someone to key values in.
Check against policy
Before anything is written to a live system, the action is tested against your rules: value thresholds, segregation of duties, data sensitivity, confidence.
Human decision pointAct and close
The agent completes the steps, confirms the change landed, notifies the requester and writes the audit trail back where your team already looks.
Want your IT desk run for you as a service, billed per resolved ticket? That is TwinDesk. This is the agent platform you run yourself, across HR, finance and business support.
What the agents take on
Scoped per request type, so coverage starts with your highest-volume queues and widens from there.
Employee requests
Leave balances, payroll queries, letters, policy questions and profile updates, answered from the HRMS rather than a static FAQ.
Joiner, mover, leaver
Onboarding and exit runbooks run across HR, finance and access systems in one sequence, evidenced as they complete.
Finance operations queues
Invoice and payment chases, vendor and customer records, reimbursement follow-ups. Process work links to P2P and O2C.
Master data maintenance
Records created, changed and deactivated with validation, duplicate checks and approval on financially sensitive fields.
Document reading
Extraction and validation from invoices, forms, contracts and scans, on the same engine as Agentic Document Processing.
Reconciliation and exceptions
Matching across sources, flagging breaks and proposing the correction, held for review rather than posted silently.
Also covered: scheduled and batch work such as period-end runs; new request types described in plain English by the people who own the process; and a full audit trail with the reasoning attached to every decision and system write.
Three engagements, and what changed
Built on AutomationEdge, delivered end to end by ValueDX. The same engine runs the agents described here.
Global business services provider
Multi-country shared services, 90,000+ employees
- 78,798
- requests handled by agents per year
- 99.17%
- cut in cycle time on automated request types
- 14 FTE
- released to higher-value work
Large private-sector bank
Retail banking operations, high-volume processing
- 1M+
- records processed per day
- Core systems
- read and written through connectors, none replaced
University health system
Internal helpdesk, large distributed workforce
- 45 → 1.1 min
- average request turnaround
- ~98%
- cut in time to resolution on those types
About these figures. All from ValueDX and AutomationEdge production deployments, describing the request types in scope for that engagement rather than the organisation's whole volume. Clients are described by type and scale rather than named. Results are re-estimated against your own volumes during scoping.
We run this platform ourselves, every day
Most firms selling agentic AI are implementing someone else's product on your time and budget. That matters when something needs changing.
A specialist delivery partner, not a reseller
ValueDX delivers, deploys and supports AutomationEdge end to end. Connector gaps and fixes go straight to AutomationEdge's engineering team through that partnership, not through a generic third-party support queue.
One licence, not five
Agentic AI, RPA bots, document AI, ETL and scheduling under a single licence, rather than separate products and renewals to finish one request.
We operate this in production
Our own managed service runs on this engine through TwinDesk. What we recommend is what we already carry the operational risk of.
Finance depth, not just automation depth
The same team publishes our work on record-to-report, treasury and tax, so controls are scoped in at the start.
Questions buyers ask
What is agentic AI for shared services?
Software that takes an internal request and completes it end to end: it interprets what was asked, retrieves what it needs from your systems, performs the steps and writes back the result. Unlike a chatbot it acts rather than answers, and unlike a script it handles free text and attachments.
How is this different from the RPA we already have?
RPA follows a path defined in advance and stops when the input differs from what it expects. An agent decides the path at run time against your policy and escalates exceptions with the diagnosis gathered. Existing bots are not wasted: agents can call them as steps.
Do we have to replace our HRMS or ERP?
No. Agents run on top of your existing systems through pre-built connectors or APIs, reading and writing in place. Nothing is migrated, and your systems of record remain the source of truth.
What stops an agent doing something it should not?
Every proposed action is checked against your rules before it touches a live system: value limits, segregation of duties, data sensitivity and confidence thresholds. Anything that fails, or anything you mark approval-only, pauses for a named approver with the full working attached. Every step is logged.
How long does it take to go live?
One to two weeks for a well-defined request type where system access is available. Most engagements start in observation mode, where the agent proposes resolutions without executing them, so you can measure accuracy against your own team first.
What share of requests can realistically be automated?
Around 80% of the request types brought into scope, based on delivered engagements. That applies to the queues chosen for automation, not everything your team receives, and depends on how repeatable your request mix is and how clean your source data is.
What does it cost?
A platform licence covering agentic AI, bots, document AI, ETL and scheduling, plus a scoped implementation. It is not priced per resolved ticket; that model applies to TwinDesk. The variables are volume, connected systems, and how many request types go live in year one.
Bring one request type and we will show you what an agent does with it
Pick the queue that costs your team the most time. In 45 minutes we cover how an agent would handle it, which systems it reaches, where the approval sits and what a realistic first release looks like. You leave with a scoped estimate, not a slide deck.
Talk to us
Send the request type and your monthly volume, and we will come back with an initial view before the call.
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