⛔ Stop designing a work queue for humans. Start designing work for a multi-actor organization.
Every decision-centric organization needs to enable humans to do their daily work in the same operating model as AI agents and systems.
That means bringing together:
– Workflow tasks
– Decisioning
– AI Agent HITL
The old idea of a separate work queue for humans, with separate HMI screens and confirmation steps, is largely a side effect of procedural BPMS-style thinking.
It assumes the process is the centre, and humans are pulled in whenever the process needs them.
But a decision-centric organization is different.
💣 Humans, AI agents and systems are all actors.
• They make decisions.
• They take actions.
• They collaborate.
• They ask for approval.
• They raise issues.
• They continue work started by another actor.
💥 So the human experience should not be a disconnected inbox bolted onto a process engine.
✨ It should be the human surface of the same governed operating model.
One workspace.
Multiple actors.
Decisions and actions moving between humans, AI agents and systems.
That is what daily work starts to look like when the organization becomes truly decision-centric.
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Posted here.
Published September 27th, 2026 at 07:30 am
