A useful first automation handles a frequent, well-understood task with a clear outcome. Start where the team can quickly tell whether the result is correct. Add AI when interpreting unstructured information is a real part of the job.
Look for a clear trigger
Candidates include assigning a new enquiry, reminding an owner about follow-up, moving approved information between systems or preparing a routine report. Write down what starts the process and what marks it complete.
Resolve unclear ownership, conflicting rules and missing information first. Software can execute a rule; your team still needs to decide the operating policy.
Separate rules from judgement
Use predictable rules to route an enquiry by product, create a task after approval or flag a missing field. AI may help summarise a long message, classify a request or prepare a draft.
Where an AI output affects a customer, payment or important record, decide who reviews it. Define what happens when information is incomplete or the result fails your checks.
Map the exceptions
What happens if an enquiry arrives twice, a system is unavailable, a staff member leaves or the customer changes their request? Identify retries, duplicate prevention and a manual fallback.
For WhatsApp, verify the official platform setup, account eligibility, consent requirements and message template needs. Platform approvals, policies and usage charges can affect scope.
Measure a baseline
Record current volume, handling time and common errors for the task. Use the same definitions after launch. A predicted time saving is not an achieved result.
A useful pilot demonstrates that work completes correctly, exceptions reach the right person and users understand the next step. Expand when that works consistently.
Give the workflow an owner
Name the person who checks failures, updates rules and approves changes. Make activity visible to them through an activity history or agreed reporting process.
Bring one workflow, its tools, anonymised examples and exception cases to your first discussion with OMX. That provides a concrete starting point for a scoped automation.