Lever 03 · Automate

Agents that handle the repeatable work.

An AI agent is software that reads, decides and acts within limits you set. We design agents for defined, high-volume tasks such as triaging enquiries, preparing documents or checking records. Every agent has guardrails, logs each step and hands hard cases to a person.

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The problem

Where skilled people lose hours every week

Inboxes that need sorting first.

Enquiries, orders and requests arrive mixed together, and skilled staff spend hours reading, classifying and routing them before real work can begin.

Documents prepared from scratch.

Quotes, summaries, reports and responses are assembled manually from the same sources each time, with small variations that invite errors.

Checks done by eye.

Invoices, orders and records are compared line by line by people, which is slow, tiring and inconsistent when volumes rise.

Chatbots that frustrate customers.

Rigid scripted bots cannot handle real questions, so customers give up or escalate, and staff inherit the problem without the context.

How we work

Agents built with guardrails first

Step 1

Define

We choose one task with clear inputs, outputs and rules, record how it runs today and agree what the agent may and may not do.

Step 2

Design

We map the agent's decisions, the data it needs, the systems it touches and the exact points where a person must review or take over.

Step 3

Build

Focus20 Labs builds the agent on Claude, connects it to approved systems and tests it against real historical cases before it goes live.

Step 4

Run

The agent goes live with full logging and human review on exceptions. We track accuracy and volume, then widen its scope only when results hold.

What you get

A working agent, governed and measured

Agent specification

A written definition of the task, inputs, outputs, decision rules, limits and escalation points, agreed with the process owner before build.

Built and tested agent

A working agent tested against real historical cases from your business, with results reviewed by your team before go-live.

System connections

Secure connections to the approved systems the agent needs, such as email, CRM, ERP or document stores, with access kept to the minimum.

Human handover design

Clear rules and screens for when the agent passes work to a person, including the context they need to act quickly.

Step-by-step logging

A record of every input, decision and action the agent takes, so outcomes can be reviewed, explained and corrected when needed.

Performance report

A monthly one-page view of volume handled, accuracy, escalations and time released, measured against the baseline recorded before launch.

What we measure

Judged by the numbers, not the activity.

We take a baseline in Review week, agree targets in writing and report against them every month.

Tasks completed by the agent

Accuracy against human review

Escalation rate to staff

Handling time per task

You are a good fit if

Your team handles a high volume of similar, rules-based requests.

You want automation that can read and judge, not just move data.

You need every automated decision logged and reviewable by a person.

FAQ

Questions leaders ask us.

How is an AI agent different from automation?

Traditional automation follows fixed rules and moves structured data. An agent can read unstructured inputs such as emails or documents, make bounded judgements and decide the next step. We often combine both: agents for judgement, workflow automation for the reliable plumbing around them.

What stops an agent making a costly mistake?

Guardrails come first. Each agent has defined limits, works only with approved data and systems, logs every step and hands uncertain or high-impact cases to a person. Scope is widened only after accuracy holds against real cases.

Who owns the agent once it is built?

You do. The client owns what is built, including the configuration, prompts, logic and documentation. Focus20 Labs and OZRO can support and improve it over time, but you are never locked out of your own system.

Which processes make good first agents?

Tasks that are frequent, follow recognisable patterns and currently consume skilled time: enquiry triage, document preparation, data extraction, record checking and first-line customer replies. We pick the first candidate during the Cost Review based on value and risk.

Keep exploring

Services that work alongside this one.

Lever 03 · AutomateWorkflow Automation

Much office work is moving information between systems, chasing approvals and producing the same reports.

Explore Lever 04 · BuildCustom Software & Integrations

Sometimes the right answer is configuration.

Explore Lever 02 · EquipClaude Adoption

Claude is our default model for business work.

Explore

Start with a free Cost Review.

One week, no charge. We find where your cost hides and show you whether AI Agents is the right first move, with us or without us.

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