The pressure for most accounting firms is not the work itself. It is the waiting: for documents, for replies, for answers to the same status question. That waiting fills phone lines and leaves preparers idle on files that cannot move. The agents attack the waiting. The document chaser agent keeps asking, the client line agent answers routine calls, and the practice CRM agent keeps deadlines visible, so your people can spend more of the day on the files themselves.
In the discovery call we usually start by listing every point where a file waits on someone else. Those waits show which agent to start with. For many firms it is the document chaser agent, because every other step depends on having the paperwork. Others start with the phones. The blueprint reflects whichever hurts most.
Agents prepare and your accountants decide. This split is deliberate, and it is how we set up every workflow with you. These are the decisions we write into the blueprint with your partners. Decide them with the people who answer the phones.
It suits firms with a steady client base and recurring deadlines. A very small firm with few clients may find manual chasing fine for now. A sensible first step is one agent, chosen by where hours leak most. Record a baseline of incomplete files and status calls, and check it again after a season.