Short answer
AI agents in shared services work best on high-volume, repeatable requests with current knowledge behind them: IT access, HR policy, status checks. They need more care where judgment, money or regulated data is involved. Give every agent an owner, a budget in assists and a stopping rule before it acts.
Last reviewed Nov 2, 2026
Tower by tower
| Tower | Good first uses | Needs care |
|---|---|---|
| IT | Access, how-to, known errors | Changes to production |
| HR | Policy questions, letters, status | Pay, leave decisions, sensitive cases |
| Finance | Invoice status, supplier queries | Payments, journals, close tasks |
| Procurement | Request intake, catalog guidance | Supplier selection, approvals |
Controls that matter
- Approvals and segregation of duties built into the flow, not added later.
- A handoff to a person, with context, whenever confidence is low.
- Sub-production first, masked data for regulated towers.
- Monthly assist reporting by agent.
Evidence
McDonald's and Tricon Energy: ~40% reduction in L1–L4 tickets through deflection. A leading private clubs operator rebuilt 4 agents in 5 weeks with 0 dead-end conversations. We don't yet have a named finance or accounts payable metric, so those towers run as measured pilots.
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