Prioritize workflow friction
Look for repetitive work with clear inputs and outputs: classifying enquiries, extracting structured data from documents, drafting first responses, routing tasks, reconciling records or searching internal knowledge. High frequency and meaningful handling time make stronger candidates.
Establish a baseline
Measure current volume, average handling time, rework rate, error rate, backlog and customer impact. Estimate the cost per completed task. Without a baseline, an automation demo can look impressive while producing no defensible business case.
Keep people in consequential decisions
Use confidence thresholds, approval queues and escalation paths. Human review should remain mandatory where an incorrect output could affect legal rights, money movement, safety, employment or sensitive customer outcomes. Log decisions and make it possible to reverse actions.
Design the data boundary
Determine which information the workflow needs, where it is stored, which model providers process it, how long it is retained and who can access it. Apply least-privilege permissions and avoid sending unnecessary personal or confidential data to a model.
Measure realized value
Track completion rate, time saved, quality, exception rate, cost per task and user adoption. Subtract model, integration, monitoring and human-review costs. Roll out gradually and stop or redesign workflows that do not meet agreed thresholds.
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