Look for the repeated task
We start with the work people are already doing: searching documents, summarising requests, or moving information between tools. Ask the team to walk through a real example. The useful details are often in the exceptions, the checks, and the things only an experienced colleague knows.
Make success concrete
“Add AI” is not a product requirement. “Help a support colleague find the relevant policy and draft a reply for review” is a clearer starting point. It gives the team a task, a boundary, and a way to judge whether the result is useful.
Try the simplest approach first
Some problems need a better form, a search interface, or a straightforward automation. Others benefit from a model interpreting unstructured information. We prefer to compare a small working approach against real examples before committing to a larger system.
Design for review and recovery
Decide which actions need a person’s approval and what happens when information is missing. Keep a clear path back to the original source or the existing process. A good AI feature should make responsibility easier to understand, including when something goes wrong.
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