Process foundation
Start with the work that gets stuck
Pick the cases, documents and handoffs where delays cost the most.
IBM watsonx Orchestrate · AI agents for business processes
Put IBM watsonx Orchestrate agents to work where your processes slow down
A focused process and technology assessment for companies that want AI agents to take on real work across claims, finance and service operations. We find where agents can prepare cases and next steps, where people must decide and how to keep every agent visible and controlled.
Partnerships that help turn AI agents into dependable business processes
Our work with IBM and Red Hat helps us look beyond the agent itself. We consider which systems it touches, who approves its output and how the process behaves when an unusual case arrives.
Agent platform
Build agents that fit your systems
Connect agents to the claims, ERP and CRM systems you already run.
Control & oversight
Keep every agent visible and accountable
Set access, approvals and limits before an agent touches live work.
The goal is a process that moves faster, with people still approving what matters and a record of what each agent did.
Discuss your process priorities →Where is work getting stuck between your systems?
A claims backlog, a month-end full of manual checks or a growing list of AI pilots can raise the same question: where should agents help first? Start with the situation your teams recognize.
Claims Operations
Complex claims wait between people
Medical reports, legal letters and adjuster notes arrive in different places. Each handoff to SIU, legal or a supervisor adds days before a decision.
Let agents prepare the file and route it, while adjusters keep the decisions.
Finance & Procurement
Month-end runs on manual checks
Invoices, supplier records and approvals are matched by hand across ERP, email and spreadsheets. Exceptions pile up just when finance needs time for analysis.
Have agents reconcile routine items and send only real exceptions to people.
Operations & Shared Services
Documents are retyped into core systems
Forms and attachments come in by email or portal, and staff copy the same details into two or three systems before work can start.
Extract and check document data once, with a person reviewing what is unclear.
IT, Security & AI Leadership
AI agents are multiplying without oversight
Teams build agents in different tools and clouds. Nobody can say how many exist, what data they reach or what they cost each month.
Bring agents into one view with shared access rules and cost tracking.
One assessment. The whole process in view
See where agents help
Decide what people approve
Control every agent
Because these situations often share systems and people, GrandView looks at the whole process before recommending where agents start.
The delay shows up in the queue Its causes sit across systems and handoffs
Delays in business processes rarely stem from a single software limitation. They emerge across handoffs between teams, systems that do not share data, and uncoordinated AI experiments.
| Layer | Visible symptom | Hidden friction | What needs to change |
|---|---|---|---|
| 01 Process & people | Growing backlogs, slow approvals and repeated requests for status updates | Unclear ownership of handoffs, decisions made by email and no agreed escalation path | Defined handoffs, clear approval limits and escalations that trigger on time |
| 02 Systems & documents | Data retyped between systems and missing documents found late in the process | Core systems that do not share data and documents stored in several repositories | Connected systems, one document intake and checks before work starts |
| 03 Agents & control | AI pilots that never reach production and unknown agent costs and access | Agents built in separate tools without shared policies, owners or evaluation | One view of agents, shared access rules, evaluation and cost tracking |
From manual handoff to business decision
Make the next decision faster to reach with watsonx Orchestrate
A useful agent removes the waiting and retyping around a decision without taking the decision away from the people who own it. We keep the systems and rules that work, connect them and make every agent step visible.
Claims Operations
Move complex claims forward without losing the adjuster's judgment
Reports, letters and notes arrive separately. Adjusters spend hours assembling the file and chasing colleagues before they can assess the claim.
An agent assembles the file, summarizes it and routes referrals to SIU, legal or medical review. Adjusters review and decide within their authority limits.
Finance & Procurement
Close the month without matching every invoice by hand
Invoices, receipts and supplier data are checked by hand against purchase orders. Exceptions surface late and the close slips by days.
Agents match routine items and flag real exceptions with the evidence attached. Finance approves the exceptions and spends more of the close on analysis.
Operations & Shared Services
Start work from a complete, checked case
Requests arrive by email and portal with missing documents. Staff copy the same details into several systems before the work can begin.
An agent checks the documents, extracts the data and opens the case in the right system. People handle what is unclear or unusual.
IT, Security & AI Leadership
See every agent, its access and its cost
Business units build agents in different tools and clouds. IT learns about them late and cannot apply one set of rules.
Agents built in watsonx Orchestrate and on platforms such as Amazon Bedrock appear in one view, with shared policies, access reviews and cost tracking.
The assessment shows which of these processes fits your systems best. Delivery follows an agreed scope and validation plan.
Explore the assessment ↓watsonx Orchestrate Scope & Capabilities
Know where agents help, what people decide and how to keep control
We design, build and run watsonx Orchestrate agents and agentic workflows, from document intake and case preparation to the integrations that connect agents with claims, ERP, CRM and content systems. We work with business and IT teams to choose the first process and carry it into daily use.
watsonx.ai provides the models. watsonx Orchestrate is where agents are built, connected and governed.
Core Systems & Document Intake
App Connect & APIs
Source Systems
Claims (Guidewire), ERP (SAP), CRM (Salesforce)
Document Intake
FileNet, SharePoint, S3 & mail intake pipelines
System of Record
Preserved untouched; agents read & write via validated APIs
Live operational data without manual retyping
Gate: Connected ✓
Agentic Workflows & Decision Tables
watsonx Orchestrate
Document Extraction
Forms, medical reports & invoices structured automatically
Case Preparation
Pre-assembled files, cross-field checks & anomaly detection
Handoff & Routing
Routine tasks cleared; consequential steps routed to named adjusters
Zero queue wait with human approval on key gates
Gate: Validated ✓
Unified Control Plane & Oversight
Multi-Platform Governance
Agent Inventory
Single view across Orchestrate, Bedrock & custom agents
Access & Guardrails
Role-based data access, safety filters & strict prompt boundaries
Telemetry & Audit
Cost tracking per department, latency budgets & complete audit logs
Full accountability: see what each agent did, reached and cost
Gate: Governed ✓
CLICK STAGES ABOVE OR RIGHT TO EXPLORE CAPABILITIES
Connect agents to the systems you already run
We link agents to your core systems, document repositories and business applications through existing integrations and APIs, without replacing the system of record.
WHERE WE WORK
Claims, ERP, CRM, content repositories and App Connect
Agents use current data, and your core system remains the system of record.
Automate the steps around each decision
We build agents and agentic workflows that read documents, prepare cases, apply decision tables and route work to the right person.
WHERE WE WORK
watsonx Orchestrate agents, workflows and document processing
Cut waiting and retyping while every consequential step keeps a named approver.
Govern every agent from one place
We set up access rules, policies, guardrails, evaluation and cost tracking for agents built in watsonx Orchestrate and on supported platforms.
WHERE WE WORK
Agentic Control Plane, policies and agent evaluation
See what each agent does, what it can reach and what it costs.
A clear process, built around the way your teams work
Whether you are building your first AI agent or bringing existing agents under control, we agree the starting point, work through the decisions with your team and guide delivery through to everyday use.
Start with how the work runs today
We walk through the process with the people who run it: where requests arrive, which documents they need, who approves and where work waits. This sets the baseline we use to measure the pilot.
Agree what agents do and what people decide
Together, we define the agent tasks, the systems they connect to and the approval points that stay with people. We agree access rules, limits and the evidence each decision needs before anything is built.
Work through real cases
GrandView builds the agents and workflows in watsonx Orchestrate. Your team tests them on familiar cases, so we can check results, refine handoffs and resolve issues before the agents touch live work.
Help people work alongside agents with confidence
We prepare users, support the first weeks in production and review agent performance and costs with you. Monitoring, documentation and ongoing support help your team extend agents to the next process as needs change.
BRING YOUR BAW CHALLENGE
Tell us where work slows down or which process you want agents to take on first. GrandView brings process, integration and AI expertise to help you work through the options.
Talk to our team
Steve Johnson
COO & Partner
IBM Gold Business Partner · automation expertise