IN THIS GUIDE
- 01Look for tasks people repeat
- 02Decide what the AI is allowed to do
- 03Give it the information it needs
Look for tasks people repeat
Look for repeated tasks such as summarising records, drafting replies or routing requests. Ask the people doing the task to explain the usual process and the exceptions.
Decide what the AI is allowed to do
Write down what the AI can read and produce, and which actions need a person. Include limits on sensitive information and access, plus a way to hand over difficult requests. A small, specific job is easier to test.
Give it the information it needs
Give the assistant access to the records and reference material needed for its task. Check permissions and the quality of that information first. AI cannot make an unreliable record accurate just by reading it.
Test normal cases and exceptions
Test ordinary examples, incomplete records and difficult exceptions. Check accuracy, time saved and whether the assistant hands over when it should. Use those results to decide whether it is ready to deploy.
Decide who maintains it
Once deployed, assign ownership for feedback, permissions and changes to the workflow. Orbit’s standalone platform is in development preview. Any AI integration into a product, CRM or managed environment needs its own scope, access controls and release checks.
Measure the current workflow first
Before adding AI, record how often the task happens, how long it takes and where people get stuck. Compare the same measures after the trial to see whether anything has improved.
Design for uncertainty
The system needs a safe response when information is missing, confidence is low or a request falls outside its role. Logging, clear escalation and the ability to stop an automated action are part of the workflow design.
USE THIS IN PRACTICE
A useful AI pilot has
- 01
One named workflow and accountable owner.
- 02
A baseline for the current result and effort.
- 03
Defined information access and prohibited uses.
- 04
Representative examples, including difficult exceptions.
- 05
Human review and escalation for uncertain outcomes.
- 06
A decision point for continuing, changing or stopping the pilot.
Common questions
Should the first AI project be customer-facing?
Not necessarily. An internal, reviewable task can make a better first pilot because the business can learn about quality and governance with a contained impact.
What should be measured?
Choose measures tied to the workflow, such as accepted output, correction rate, handling time, successful routing and appropriate escalation.
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