How do you choose the first process to automate?
When hearing about automation, it is easy to think of changing the entire business. In most cases, it is better to start in a small place that can be understood and tested. A good first process is one that repeats often, is based on clear rules, consumes staff attention, and has an identifiable result. It does not have to be the most expensive or most impressive part of the business.
Looking for daily friction
Go through a regular workday and ask: Where is data copied twice? What type of inquiry almost always receives the same questions? At what stage does a customer wait because no one knows who is supposed to continue? Where do you have to chase a document or approval? These are good signs of a process worth testing.
For each candidate, write down the beginning, the work stages, and the result. For example: "A message on WhatsApp comes in; three details are requested; it is coordinated who gets back to the customer." If you cannot describe the path in a few lines, it is possible that the process still needs to be regulated before automating it.
Practical example: Choosing between two tasks
A business receives daily questions about operating hours, and simultaneously handles complex complaints. An answer to operating hours is a simple candidate: there is one source of information and a defined answer. A complex complaint is less suitable for a full automatic response, but you can collect the case details and pass them to an agent. Both tasks can benefit from the tool, but the level of responsibility that can be transferred to it is different.
Four questions before starting
- Is there an agreed-upon answer or rule for most cases?
- What information is needed to take the next step?
- What is done when information is missing or when the case is unusual?
- How will we know the new process is helping: less copying, fewer forgotten inquiries, or a clearer handover between people?
There is no need to promise a number of hours saved in advance. It is better to document the current situation, build a limited trial, and compare in practice. Even a result of "this process is not suitable" is useful knowledge before a broad investment.
If there are several repetitive tasks in the business and you do not know where to start, send a short description of two or three of them to BOT4U. We can help map out a first process for testing.