What Is an Agentic Workflow?
Erwin Berkouwer
An agentic workflow is an AI process in which an AI agent independently plans multiple steps, makes decisions, and uses tools to reach a goal, rather than following a fixed, predetermined sequence. This makes it suitable for SME tasks that involve exceptions or in-process decision points, such as triaging support emails or quote requests, with risky steps ideally reviewed via human-in-the-loop.
An agentic workflow is an AI process in which an AI agent independently plans multiple steps, makes decisions along the way, and takes actions to reach a goal, instead of following a fixed sequence.
An agentic workflow is a way of working in which an AI agent independently plans multiple steps, makes decisions along the way, and uses tools or actions to reach a goal. Unlike a fixed flowchart or a classic RPA script, the order of steps is not predetermined: the agent itself decides, based on intermediate results, what the next logical step should be.
For small and medium-sized businesses, this matters because it makes a category of tasks automatable that used to be too unpredictable for simple automation: tasks with exceptions, multiple data sources, or a decision point somewhere in the middle.
How an agentic workflow works
In a traditional workflow (built in a tool like Zapier or Make, or a classic RPA script), every step is defined in advance: if X happens, do Y, then Z. The sequence is fixed, regardless of what happens along the way.
An agentic workflow revolves around an AI agent equipped with:
- A goal rather than a script ("process this quote request correctly" instead of "execute step 1, 2, 3")
- Access to tools such as search, a database, an email client, or an API
- A reasoning step, driven by a large language model (LLM), where the agent decides what the next action should be
- A feedback loop where the outcome of an action is evaluated before the next step is taken
The difference isn't in any single task, but in who decides the route. In a fixed workflow, the builder defines the route in advance. In an agentic workflow, the agent determines the route during the process itself, based on what comes in.
An agentic workflow might, for example, decide on its own to first read an email, then look up a customer record, conclude that data is missing, ask a follow-up question to a human, and only then continue. That branching doesn't need to be mapped out beforehand.
Why this is more than a chatbot
A chatbot answers individual questions. An AI agent in an agentic workflow works toward a completed outcome across multiple steps, and can adjust decisions along the way.
Why this matters for Dutch SMEs
Many SME processes get stuck between two automation options. Simple, always-the-same tasks are handled with a fixed workflow tool (Zapier, Make, a simple script). Fully unique, complex tasks are still done manually by an employee, often switching between multiple tools.
Agentic workflows fill exactly the gap in between: tasks that are largely pattern-based, but that regularly involve an exception, a missing data point, or a judgment call. Think of processing incoming quote requests, triaging support tickets, or preparing an invoice check where it first needs to be determined which route applies.
[Estimate] For many SMEs, most of the time saved doesn't come from executing the individual step, but from eliminating the switching between tools and the manual judgment of which route applies.
A concrete example
Say a customer emails a question about an invoice. An agentic workflow could independently:
- Read the email and recognise the intent (invoice question, not a complaint)
- Look up the customer and invoice number in the accounting system
- Determine whether the invoice has already been paid
- For a simple question: draft a reply directly
- For an unclear situation (for example a disputed payment): flag the case for an employee, with a summary of what has already been checked
The agent decides on the fly which route (4 or 5) applies, instead of a human having to pre-program every scenario in advance.
When it is (and isn't) the right fit
An agentic workflow isn't always the right choice. The table below gives a rule of thumb.
| Situation | Suitable approach |
|---|---|
| Fixed, identical steps, no exceptions | Fixed workflow tool or RPA |
| One-off question, no multi-step process | Chatbot or single AI prompt |
| Recurring process with varying input and occasional decision points | Agentic workflow |
| High financial or legal risk if a decision goes wrong | Agentic workflow with human-in-the-loop, or no automation yet |
Rule of thumb: if you can draw the process in a single flowchart with all exceptions included, a fixed workflow is usually cheaper and more predictable. Once that flowchart becomes too complex to maintain, an agentic workflow becomes worth considering.
For processes with significant financial risk, human-in-the-loop is wise: the agent prepares a decision or action, but an employee approves it before anything is actually sent, booked, or changed.
How it relates to other terms
- AI agent: the agentic workflow is the process; the AI agent is the executing entity that takes steps within that process.
- RPA (Robotic Process Automation): RPA follows fixed, pre-programmed steps without its own decision-making. An agentic workflow makes decisions on the fly, driven by an LLM.
- LLM (large language model): the reasoning core the agent uses to interpret input and choose the next step.
- Human-in-the-loop: a checkpoint where a human approves a proposal from the agent before it's executed, typically applied to higher-risk steps.
How UnifyAI can help
At UnifyAI, we first critically assess whether a task actually needs an agentic workflow, or whether a simpler, cheaper solution (like a fixed workflow tool) is a better fit. Not every process needs agentic complexity.
Want to know whether your process is a good candidate for an agentic workflow? Take the free AI scan or schedule a no-obligation introduction, and we'll look together at where this delivers concrete value for your business.
Frequently asked questions
Is an agentic workflow the same as an AI agent?
Not quite. An AI agent is the executing component that reasons and acts. An agentic workflow is the broader process in which one or more agents take steps toward a goal, including any checkpoints along the way.
Is an agentic workflow more expensive than regular automation?
Usually yes to set up, because more design and testing is needed around decision points and exceptions. For tasks without exceptions, a fixed workflow tool is often cheaper and just as effective.
Can an agentic workflow take actions without any oversight?
Technically yes, but for risky tasks (financial, legal, customer-facing) this is not recommended without human-in-the-loop. An employee then approves the proposed action before it's executed.
Does an agentic workflow replace existing automation tools like Zapier or Make?
Not necessarily. For simple, predictable tasks, those tools often remain the best choice. Agentic workflows are complementary, for tasks where an in-process decision is needed.
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Is an agentic workflow the same as an AI agent?
Not quite. An AI agent is the executing component that reasons and acts. An agentic workflow is the broader process in which one or more agents take steps toward a goal, including any checkpoints along the way.
Is an agentic workflow more expensive than regular automation?
Usually yes to set up, because more design and testing is needed around decision points and exceptions. For tasks without exceptions, a fixed workflow tool is often cheaper and just as effective.
Can an agentic workflow take actions without any oversight?
Technically yes, but for risky tasks (financial, legal, customer-facing) this is not recommended without human-in-the-loop. An employee then approves the proposed action before it's executed.
Does an agentic workflow replace existing automation tools like Zapier or Make?
Not necessarily. For simple, predictable tasks, those tools often remain the best choice. Agentic workflows are complementary, for tasks where an in-process decision is needed.
