Knowledge base

How we think about automation. These are working principles, not marketing claims.

Process before technology

Define the business job before choosing the tool. Start with the customer task, existing handoffs, actual constraints and desired outcomes. The best automation is often the one you decide not to build.

Human approval for consequential effects

Any action with external or irreversible effect requires explicit human approval. The system proposes, a named person decides, and the decision is logged.

Source-bound answers, explicit uncertainty

Answers cite their sources. When evidence is missing or contradictory, the system says so and escalates instead of guessing. I do not know is a valid, recorded answer.

Operational truth over planned activity

We distinguish planned work from actual execution, confirmed actions from requests, and unresolved blockers from success. Reports show receipts, not intentions.

Design for the exceptional case

Missing context, provider failures, permission revocation, duplicate requests: these are the cases that decide whether automation is safe. We test them before deployment, not after an incident.

Clear integration boundaries

Each system owns its facts. We decide who may read them and what needs approval to change them, so automation never silently overwrites the source of truth.