AI Agent Workflows by Process (2026)
Five processes, five named sources, five BPMN-correct swimlanes. Across processes, the same BPMN shapes recur. The differentiator is which steps are agent-driven and where the human gates sit.
Each per-process page carries one swimlane authored to be BPMN-correct, one cited public case study with a publication date, and a cross-link to the relevant pattern page on agenticorgchart.com.
Customer support intake
Tier-1 agent + escalation to human via signal event.
Invoice processing
Agent-only swimlane with mandatory user-task approval gate before payment.
IT ticketing
Agent-driven triage and routing, with human-as-arbiter for ambiguous cases.
Sales pipeline
Lead enrichment, qualification, and outbound personalisation by agent, with human approval before send.
Engineering task flow
Agent-driven loop wrapped in a deterministic process with human review on PR before merge.
What these processes have in common
The same BPMN shapes appear in all five: the agent step is normally a bpmn:serviceTask, the human gate is a bpmn:userTask, the escalation is a bpmn:signalEvent, and the system write is a generic task or a send-task. What differs across processes is (a) where the human gate sits, (b) whether the agent loop is reusable enough to merit a bpmn:callActivity wrapper, and (c) whether the receiving system is in the same pool or a different one (driving the choice between sequence flow and message flow).
Related pages
- Human vs agent swimlanes : the rubric that informs each gate.
- Handoffs : the patterns that connect lanes.
- Examples : the wider gallery of cited deployments.