Start with a repeatable process

Good automation candidates have a recognizable trigger, consistent information requirements, a defined next action, and an owner. Begin with work your team can explain step by step—not the broad instruction to automate the business.

  • Repeated customer questions or intake
  • Manual transfer of data between tools
  • Routine reminders and status updates
  • Predictable routing or notification rules

Examine the tools and data

List where work begins, where records live, and how each system can exchange information. Access methods, data quality, ownership, consent, and available APIs can change the practical design.

  • Current phone, messaging, scheduling, CRM, and document tools
  • Fields required to complete the next step
  • Who may access or change each record
  • How incomplete or conflicting data is handled

Define exceptions and approvals

A workflow is not ready until the unusual path is documented. Decide which conditions stop automation, who receives the context, and which actions always require human approval.

  • Sensitive or frustrated customer conversations
  • Pricing and commercial commitments
  • Ambiguous, missing, or conflicting information
  • Changes to workflow rules or access

Readiness checklist

Before implementation, your team should be able to answer the following.

  • Can we name one measurable operational problem?
  • Can we describe the current workflow from trigger to completion?
  • Do we know the systems and data involved?
  • Have we identified exceptions and human owners?
  • Can we test with representative scenarios before activation?