Inputs to agree
- The channels and tools involved
- The information you need to qualify a request
- A named person or team for follow-up
Put a clear scope
around the task.
Six areas for a conversation about AI implementation and managed operations. Each starts with the work, the information and the person responsible.
Service / 01
Enquiries & lead capture
An enquiry arrives through a website, inbox or another agreed channel. The useful first step is to capture the request and establish who should review it.
Discuss this workflowThe person in the loop
Your team decides whether the request is a fit and which response is appropriate.
What a pilot needs to prove
Test incomplete requests, duplicate enquiries, routing failures and the handoff to a person before any pilot is approved.
Service / 02
Customer support
Routine questions can start with an agreed set of source material. Unclear, sensitive or unsupported requests need a visible route to a person.
Discuss this workflowInputs to agree
- Approved answers and current policies
- Questions the workflow must not answer
- An escalation route and fallback message
The person in the loop
Your team handles exceptions, complaints and decisions that fall outside the approved information.
What a pilot needs to prove
Check answer accuracy, source freshness, unanswered questions and whether the escalation contains enough context.
Service / 03
Voice workflows
A voice workflow needs a defined purpose: gather a message, explain an agreed process or route a call. Hours, languages and any booking access need to be established first.
Discuss this workflowInputs to agree
- Call purpose, service hours and languages
- Recording, consent and retention requirements
- A tested transfer or message-taking fallback
The person in the loop
A person handles requests outside the agreed scope and any decision the caller needs to confirm with your team.
What a pilot needs to prove
Evaluate recognition, language quality, interruptions, failed connections and transfer behavior with representative calls.
Service / 04
Internal knowledge
Start with the documents your team is allowed to use and the questions they need to answer. Access rules and visible sources belong in the design from the beginning.
Discuss this workflowInputs to agree
- A defined, current document set
- Access permissions and source owners
- Examples of useful and out-of-scope questions
The person in the loop
A person checks ambiguous or consequential answers and decides when the source material needs updating.
What a pilot needs to prove
Test retrieval relevance, citations, permissions and the response when information is missing or contradictory.
Service / 05
Workflow automation
Map the manual work between tools before proposing an integration. Some steps can be deterministic; others need a person to approve a change.
Discuss this workflowInputs to agree
- The trigger, systems and expected output
- Actions that require approval
- A recovery path for errors and duplicates
The person in the loop
A person approves consequential actions and has a clear way to pause, correct or reverse a workflow where feasible.
What a pilot needs to prove
Test permissions, duplicate events, failures, retries and audit information against an agreed acceptance checklist.
Service / 06
Multilingual communication
Agree which languages, channels and types of message matter. Tone, terminology and review requirements need to be tested for the actual workflow.
Discuss this workflowInputs to agree
- Target languages and message types
- Approved terminology and tone examples
- Messages that require a qualified reviewer
The person in the loop
A suitable person reviews sensitive, ambiguous or high-consequence communication before it is used.
What a pilot needs to prove
Evaluate meaning, names, terminology, tone and handoff quality with representative material in each agreed language.
Bring one task.
Start a conversation.
Describe the work, the tools and the point where your team needs help. Scope and arrangements can be discussed from there.