# AI agent vs workflow automation — decision matrix

Companion to **AI agent vs workflow automation: what should eCommerce businesses use?**.

| Requirement | Traditional automation | AI agent | Hybrid (recommended default) |
| ----------- | ---------------------- | -------- | ---------------------------- |
| Fixed process | Strong | Weak as the only layer | Rules own the path |
| Complex / incomplete decisions | Weak | Strong | Agent at the decision point |
| Natural language | Weak | Strong | Agent in, rules out |
| API integration | Strong | Strong (via tools) | Gateway for both |
| Human approval | Optional | Required on writes | Same HITL queue |
| Non-deterministic reasoning | Avoid | Allowed **inside** a bounded tool set | Agent returns a structured decision; workflow executes |

## Pattern

```text
Business workflow
  → deterministic rules
  → AI decision point (optional)
  → AI agent (tools only)
  → return structured decision
  → deterministic action
```

**Opinionated take:** do not replace Shopify Flow / OMS state machines with an unbounded agent. Use the agent where the input is messy; keep money movement in deterministic code + Policy.