Process & Decision Automation
Work only moves when decisions and process allow it to.
Every organisation runs on process, data, and decisions. Pricing a policy, approving a loan, validating a claim, routing tasks, escalating a complaint. The quality of the outcome is entirely dependent on how well data feeds decisions and how well those decisions drive process.
When the logic is trapped in ageing code, spreadsheets, or in someone's memory, the process around it is trapped too. Product changes that should take a day, can take three months. We externalise the logic, put it in the hands of the people who own the decision, and find ways to automate or accelerate the process around it. The end to end process is considered, with audit trails any regulator would appreciate.
How it works
Understand, externalise, transform
No, it's not rocket science, but it does take pragmatism, care, curiosity, and experience to do what we do.
Understand what matters. And why.
We start with how the business actually works. We understand where decisions sit in the operation, the rules that determine outcomes, the handoffs that slow things down, the data that has to arrive before a decision can be made and the manual workarounds that have grown up around the gaps. We map that reality, identify what should change, and tell you honestly whether the work is worth doing, or whether you're actually chasing the wrong problem.
Externalise the logic
We know where to dig in order to find how things truly work within an organisation. We cut through legacy, sift through code, and break down policies. Most importantly, we engage all the right people in all the right ways to ensure facts, perception and experience are equally valued. We collect real and grounded data that influence future state design, so no one is left wondering how we got there.
Transform the process around the decision
With clarity in hand, we get to work. We are analysts and architects at heart, with an acute understanding of the ever-evolving technologies and methods available to get more done with less. We are also very accustomed to working in heavily regulated environments, where every decision made must be transparent and auditable.
What changes
Efficiency in operations, confidence in decisions
You get a better understanding of what drives good outcomes, and your people are able to focus on the things that matter most. Your business, optimised.
Decision and process agility
Business confidence is high. Processes work for them (not the other way around) and fear of change is gone. Crucial business rules live in one place, visible to the people responsible, changeable in days rather than quarters.
Every decision is traceable, every time
No hallucination. There is only one correct answer and it is surfaced every time. Even at full automation, every decision stays correct and traceable. And it doesn't take a workforce to prove it.
Experiences, redefined
Employee engagement lifts when they can focus on delivering real value. Customers benefit from intuitive, efficient, and modern service experiences.
Patterns we have shipped
Patterns we have defined, deployed, and proven
Patterns are a sign of repeatable process, and we are experts at looking at business models and processes through a repeatable lens.
Externalising decision logic from the system that runs it
Pricing, eligibility, underwriting, approval, qualification. Rules pulled out of the systems they're trapped in, onto a platform the business can read, test, and confidently change. Crucial in a world where speed to market matters.
Where we have shipped thisSolution Underwriting (now CFC), Envest, Solvar, multiple state government departments.
High-volume operational decisioning at scale
Millions of cases a year. Real-time and batch validation and calculation processing in milliseconds with full audit trail. New products, new channels, and new regulatory requirements absorbed without re-platforming.
Where we have shipped thisFidelity Life, Integrity Life, Incitec Pivot, multiple state government departments.
AI-augmented decisioning
AI applies semantic reasoning to find the facts you're looking for. Rules make the final decision. The happy co-existence of probabilistic and deterministic capabilities, where productivity is key, but there is no room for error.
Where we have shipped thisOur AI agent platform in banking and customer service. Decisioning work in insurance underwriting and financial services credit.
Agentic process orchestration
Complex processes can often span multiple systems, teams, and decision makers. Agents do the heavy-lifting - coordination, gathering context, isolating facts - then hand off to humans, completing the task. This is our newest capability, combining a decade of intelligent workflow experience with cutting edge agentic capability.
Where this appliesOrigination journeys, multi-stage underwriting, claims FNOL, high-volume government service delivery.
A reference pattern
The Decision Pyramid
This is our pattern for decomposing how AI and rules fit together in a decision process. It consists of two layers, each doing what it is best at: AI compresses the effort layer, and deterministic rules govern the decision layer. Drawing the boundary clearly between them makes the whole thing work reliably and consistently.
The pyramid is not a maturity model and not a roadmap. It is a decomposition. Most business functions already have both layers operating in some form. The question is whether they are clearly separated and whether each layer is doing what it is best at, or whether the wrong layer is carrying the wrong responsibility.
Where this applies
Just some of the industries we're here to support
No organisation should ignore the benefits of well-defined processes and systems. These are just some of the industries we have impacted with our experience and approach to intelligent decisioning and process automation.
Insurance
Underwriting, claims, and pricing decisions at the core of the business. Primary industry for this Solution.
Financial Services
Credit decisioning, qualification, and high-volume risk assessment in lending and fund operations.
Government
Regulatory lodgement validation, eligibility, and the high-volume citizen service decisioning underneath.