AI Agents that Own the Outcome
AI workers with the authority to act
An agent finishes a task. A Finmile AI worker is accountable for a result: it investigates across your systems, decides inside the authority you set, contacts whoever needs contacting on whatever channel they use, writes the outcome back into the systems of record, and keeps going until the result is confirmed.
An agent answers. A worker follows through.
Most AI agents sit at one step: they draft a reply, classify a message, fill a field. The work still waits for a person to pick it up, chase it and close it.
A Finmile AI worker is given an objective, not a step. It reads the case, gathers what it needs from the systems that hold the answer, takes the permitted action, contacts the people involved, and stays on the case until the objective is met or a person is asked to decide.
That is why we call them workers. An agent is a capability. A worker is accountable for something.
It works through whatever the system gives it
APIs and webhooks come first, because they are reliable and observable. Where a system has neither, a worker can still work through approved databases, files, documents and controlled interfaces. The right method depends on the system, the action required, your security constraints and how reliable the workflow has to be.
It reads the operation
Orders, jobs, cases, records, documents and live status, from the systems that already hold them. The worker starts from what is true right now, not from a nightly extract.
It writes the outcome back
The system of record is updated by the worker as part of the work, rather than by someone retyping the result of a conversation afterwards.
It watches for the trigger
Work starts when the condition appears, not when somebody notices it. That is the difference between preventing a problem and reporting one.
It reaches people the way people actually work
The objective does not change when the channel does. A case can start in an inbox, continue on WhatsApp and finish on a phone call, and the context, the decisions and the resulting actions stay attached to the same case.
Email and shared inboxes
The worker watches the inbox, reads what arrives, replies, and acts on what the message is actually asking for.
WhatsApp and SMS
The channels drivers, suppliers and customers already answer on, used for the exchanges where a message beats a call.
Phone, outbound and inbound
It places the call and it takes the call, understands the answer, asks follow-up questions and acts on what it hears. See Voice AI.
Your own app
Connected through the Finmile SDK, so a worker can reach your users inside the app they already use.
Your own team
Internal escalation is a channel too: the right person is contacted with the investigation already done.
The systems themselves
Every conversation ends where the work does, in the record, updated. A call that changes nothing in a system has not finished anything.
A team, not a bot
Work rarely belongs to one worker from start to finish. One investigates, another handles the customer, another closes the claim or the invoice.
Finmile hands the case between workers with the context intact, and hands it to a person when authority, judgement, vulnerability or relationship risk calls for one.
The case is the thread. Whoever picks it up, human or worker, picks up everything that has already happened on it.
Not a logistics feature. An operating capability.
The same worker pattern runs customer resolution, claims and compliance, finance and reconciliation, planning and dispatch, transport and carrier management, and field service. Anywhere work has to be chased across systems and people until it is finished, there is a worker to own it.
Customer service
Resolve the problem behind the question, not just the question.
Claims and compliance
Assemble the evidence, check the requirement, close the case.
Finance and reconciliation
Match what happened against what was billed, and chase the difference.
Planning and dispatch
Keep the plan honest while the day changes underneath it.
Transport and carriers
Hold partners to what was agreed, with the evidence to hand.
Field service
Keep jobs, engineers and customers moving in the same direction.
You set what it is allowed to do
Each worker is given defined objectives, information access, permitted actions, operational and financial limits, and escalation rules. Routine decisions happen inside those boundaries.
Uncertainty, higher value, safety, policy exceptions and sensitive relationships come to a person. A worker cannot grant itself authority it was not given, and the information used, the reason for the decision and the resulting action are all recorded.
Two ways to put workers to work
Finmile Autonomy
Put workers across the systems you already run. Nothing is replaced: they read, decide, communicate and write back through what is already there.
Finmile OS
Run the operation on Finmile: plan, run, prove and reconcile, with the same workers built in and pointed at your live operational data.
AI workers FAQs
What a Finmile AI worker does, the systems and channels it works through, and who stays in control.
What is the difference between an AI agent and a Finmile AI worker?
An agent completes a task inside a workflow. A Finmile AI worker is accountable for the outcome of that workflow: it investigates across your systems, decides within the authority it has been given, communicates on whichever channel fits, updates the systems of record and stays with the case until the result is confirmed or a person is asked to decide.
What can a Finmile AI worker actually do?
It can read and update the systems that hold the work, contact people by email, WhatsApp, SMS and phone, take permitted actions such as arranging a recovery or requesting evidence, hand the case to another worker or a person, and follow the case through until the objective is met.
Which channels can a worker use?
Approved voice and text channels: email and shared inboxes, WhatsApp, SMS, outbound and inbound phone calls, and your own application through the Finmile SDK. The channel can change without losing the objective or the context, and everything stays attached to the same case.
How does a worker connect to my systems?
APIs and webhooks are preferred because they are reliable and observable. Where a system offers neither, a worker can also work with approved databases, files, emails, documents and controlled user interfaces. The right method depends on the system, the action required, security constraints and the reliability the workflow needs.
Does Finmile replace my operations or service team?
No. Workers take the repetitive investigation, chasing and updating, and people keep the decisions that need judgement. Uncertainty, higher value, safety, policy exceptions and sensitive relationships are escalated to a person with the investigation already completed.
How do I control what a worker is allowed to do?
Each worker is given defined objectives, information access, permitted actions, operational and financial limits and escalation rules. Routine decisions happen inside those boundaries, and a worker cannot grant itself authority outside that configuration. The information used, the reason for the decision and the resulting action are recorded.
Is this only for logistics?
No. The same pattern runs customer resolution, claims and compliance, finance and reconciliation, planning and dispatch, transport and carrier management and field service. Anywhere work has to be chased across systems and people until it is finished, a worker can own it.
Run the operation, not just the route.
Across industries, Finmile gives logistics and field operations teams one AI powered platform for planning, dispatch, execution, proof and performance control.