Agent · backoffice
Requests, approvals and documents stop slipping through
between email, spreadsheets and tasks.
Backoffice rarely looks like one big problem: each process «kind of works». But requests vanish in email, approvals stall in chats, documents move between people, acts are signed late, and statuses get lost. The Operations agent connects these steps into an observable contour: logs inbound, prepares documents, reminds owners and shows where the process is stuck.
Bottlenecks become visibleThe lead sees «approval stalls here for 5 days», «requests leave without an owner here». Not abstract processes, but loss points.
Internal promises are keptInternal commitments between departments are tracked just like client commitments. «I'll send it Friday» becomes an observable event instead of a forgotten promise.
Not «a new BPM», but a living contourNo 6-month rigid workflow engineering. The agent fits into your current email, chats, spreadsheets, tasks: and simply stops letting them lose things.
Why we built this: and why BPM systems didn't catch on.
When requests get lost, approvals stall and documents are hard to find, the obvious answer seems to be a BPM system. The tool itself may be sound, but retraining dozens of people is harder than installing software. As a result, the team may return to email and spreadsheets within a few months.
We observed this cycle repeatedly and found that losses occur at the boundaries between tools. Email, spreadsheets, task trackers and chats each work on their own. Transitions, statuses, owners and deadlines get lost between them.
The operations agent links email and spreadsheets into an observable process. The team stays in its familiar tools while the agent classifies incoming work, tracks statuses, sends reminders and escalates exceptions. The process becomes visible, commitments are retained and bottlenecks can be found earlier.
And why now
A year of operational logs: is a company optimization map.
After a year you have a structured history: which processes stall where, which statuses hang, who misses deadlines most, which approvals are pointless. Not «a 5M process audit from consultants»: a side-product of daily work. And this asset accumulates only for those who started earlier.
Six effects: at the company level.
The operations agent doesn't change «one process». It makes the invisible visible: where time leaks, where promises stall, where margin disappears into the no-man's-land between departments.
Internal promises are kept
Internal commitments between departments are logged and tracked. «I'll send it Friday» becomes an observable event instead of another forgotten promise.
Bottlenecks become visible
«Contracts stall on legal»: becomes a concrete metric. «Procurement requests vanish after handoff»: same. You can actually optimize, not «everything works poorly».
Fewer fines and late penalties
Late payments, unclosed deeds, missed reporting deadlines: that's direct cash. The agent watches statuses and escalates before deadlines, not after. ROI is often paid by 2–3 cases a year.
Less time spent on «who's handling this»
Backoffice's biggest invisible time sink: ping-pong of «who has the task / who's next / where did the document go». The agent keeps the ownership map live and visible.
Audits and inspections: without panic
«Show me who approved this purchase on March 14»: no longer a two-day expedition into archives and chats. It's a query. An action log for every process is stored automatically.
Backoffice stops «eating margin»
Invisible pain becomes visible and measurable. You can calculate «how much we lose on approval delays», «how much manual triage of requests costs». Before, nobody knew it was even a problem.
Five changes: for a backoffice employee.
Backoffice is the people who «hold» the company from inside. Their work is invisible while everything works; and looks failed when something breaks. The operations agent changes their daily life in five ways.
No need to «catch» requests in email
Before: a new request lands in a shared inbox: you still need to spot, classify, route it. Now: the agent processes inbound, creates a task in the right tracker, sets the owner, notifies.
Less «forgot to follow up»
Any backoffice person carries 10–20 outstanding promises from others in their head. Now those are automatic agent reminders, not their personal mental load.
Documents don't get lost between people
«Where's the contract?»: no longer a weekly quest. The agent sees the document at each stage: created, sent for approval, signed, archived.
Less «urgently pull data for everyone»
When a leader asks «how is this process going»: that used to be call three people, build a table, push it out in an hour. Now: open the agent's dashboard.
Time frees up for exceptions, not routine
A backoffice employee is an expert in complex cases, not «a person who forwards emails». When routine moves to the agent: mental bandwidth opens up for non-standard situations, edge cases, real work.
Eight actions: across four process stages.
So the effects don't sound abstract: eight specific actions in real backoffice work.
· On intake
Classifies inbound requests
Emails, forms, chat messages, corporate portal. Process type, owner, priority: set automatically by company rules.
Creates tasks in the right tracker
An IT request goes to Jira, an HR request to Notion and a procurement request to the internal portal. The employee does not have to choose the system manually.
· Documents
Drafts documents
Contract template with data filled in, deed draft, request form. Not AI generation from scratch, but rule-based structured filling.
Validates data completeness
If a request came without VAT ID, amount or dates: the agent returns it to the sender asking «please fill this in». Doesn't pass «leaky» requests down the chain.
· Control
Reminds owners about approaching deadlines
Two days before: softly, one day before: firmly, day-of: with escalation to the lead. No more «I didn't remember».
Tracks statuses and transitions
Sees when a request stalls beyond norm, when a document went «to archive» without a signature, when an approval was skipped. Raises a flag.
· Reporting
Compiles reports on overdue items and bottlenecks
Weekly: what stalled where, who has the most overdue items, which processes drag. The lead sees where it really hurts.
Maintains an action log per process
Who did what, when, in what status. For audits, incident reviews, inspections. No more «digging up emails and chats».
What we plug in: and what you get
The Back-office agent closes the routine of document flow. Left: where it picks up documents and operations, right: what appears ready-to-use.
Document flow without routine
Sees EDM, 1C and email at once: picks up what's usually done by hand
- Pulls incoming documents from EDM and email
- Reconciles data between 1C, EDM and emails
- Generates acts, invoices, registers from templates
- Prepares reports for leadership and tax authority
- Spots mismatches and raises alerts
Accounting and operations stop drowning in acts and reconciliations. Alerts arrive before discrepancies turn into problems.
Where we plug in: six layers of backoffice.
The operations agent fits into your current tool stack. The team keeps working in email, spreadsheets, tasks, EDI: the agent works between them and keeps processes visible. No data migration, no new interfaces, no mandatory BPM.
Inbound channels
Where requests, documents, internal inquiries come from.
Task trackers
Where the agent creates tasks so the team keeps working in familiar tools.
Document workflow
Where templates, deeds, contracts, forms live. We support both Russian and international stacks.
Accounting systems
If processes touch accounting, billing, ERP: connected via API or exports.
Automation
Triggers, schedules, event handlers. Ready platforms or custom connectors.
AI / NLP
For inbound classification, data extraction from documents, completeness checks, draft generation.
Three levels: not three pricing tiers.
A packaged BPM implementation costs 2–5M RUB, requires up to six months of training and carries a risk that the team abandons it. Operations agent: 350K first contour, 700K implementation, no data migration and no retraining. The team keeps working in email and tasks, the agent works «above» them.
Minimum working contour
The first contour covers one back-office process and one integration or data source. The agent classifies requests and documents, drafts a task or form and keeps a minimal status history. We test it on the real process.
The goal of the first contour is simple: in 2-3 weeks you see whether the process stops losing requests and statuses. If it doesn't, we'll say so.
Backoffice across the whole department
- ▪Multiple request types and backoffice processes
- ▪Integration with tasks, spreadsheets, 1C / CRM / APIs as needed
- ▪Cron jobs for statuses and overdue items
- ▪Notifications to owners and escalation to the lead
- ▪Action log per process
- ▪Approval roles
- ▪Process documentation with examples
Finance, EDI, 1C, multiple branches
When backoffice touches financial documents, PII, full EDI, full 1C, multiple legal entities or branches: that's enterprise. Private deployment, local model, strict audit logs, role-based and entity-based access control.
Footnote · maintenance
From 40K RUB/month
Processes evolve: new request types appear, regulations change, branches are added. Maintenance: classification-rule adjustments, adding new processes, adapting to accounting-system changes, the local model within the limit, incident analysis.
When the operations agent isn't your fit.
If you don't have documented processes: you need to describe them first. The operations agent amplifies an existing process, doesn't create one from scratch. If «nobody knows exactly how we do this»: first business analysis, then the agent.
If you're 10 people in one room: your «backoffice» is solved at one weekly meeting. The operations agent shines at scale: several departments, remote work, request volume the team can't «remember» anymore.
If you want a classic BPM with rigid workflow: the operations agent will not be the right fit. It follows rules without requiring a full data migration or team retraining. For a process with mandatory stages and blockers, choose a BPM tool such as Camunda or ELMA.
If you expect a «fully autonomous backoffice without people»: this isn't our format. Operational staff stays: but only handles complex cases and exceptions. Final decisions on non-standard situations always stay with humans.
If any of the above describes you, mention it on the first call. We'll propose a different configuration or honestly point you to a different approach.
Training after launch
Your team should be confident with the new tool
The process owner learns to manage rules, exception queues and actions that still require human approval.
See training optionsDescribe your backoffice process: we'll respond with an analysis within 2 hours
We reply during business hours. On the first review we'll say where an agent can pay off, which metric proves it, and where budget is better not spent.