Support triage
01Classify incoming requests, draft replies, and flag anything that needs a human before it reaches the customer.
Use AI where it actually fits.
Want to use AI in your business, but not sure where to start? Send one messy process. I will tell you where I would use AI, what I would keep manual, and whether there is a small pilot worth building.
- Support inbox
- Quote drafting
- Document intake
- Weekly reporting
- Customer onboarding
- Internal admin
Free first read. I reply personally within 24 hours.
- First step
- Free read
- Reply
- Within 24h
- Pilot
- 7 days
- Scope
- One workflow
- Build
- Fixed quote
Start with one process people already hate.
AI is easier to make useful when the workflow is already painful. A support queue, quote process, weekly report, intake form, or handoff that eats time is a better starting point than a blank AI strategy doc.
The work is small on purpose.
- 01
Map the workflow
Start with the process as it really works now: who touches it, what comes in, what gets copied around, and where it slows down.
- Inputs
- Human checks
- Existing tools
- 02
Pick the AI job
Choose one job AI can do clearly: draft, classify, extract, route, summarise, or check. One job first.
- Clear task
- Useful output
- Known failure cases
- 03
Build the pilot
Ship a small working system around that job, with the review step and handoff built in from the start.
- Internal tool
- Tool integration
- Human approval
- 04
Make it safe to use
Add the boring parts that make the workflow usable: logs, fallbacks, permissions, and a clean way to inspect what happened.
- Logs
- Fallbacks
- Basic access control
Places AI can pull its weight.
Quote drafting
02Turn call notes or forms into a first quote with assumptions visible, so the team edits instead of starting from zero.
Document intake
03Pull useful fields from PDFs, forms, or email threads and put them where the next person needs them.
Ops reporting
04Collect the weekly numbers, explain what changed, and draft the update someone still approves before it goes out.
One workflow.
A pilot people can use.
Built into the pilot08 items
- 01Workflow map
- 02AI task definition
- 03Prompt and guardrails
- 04Internal tool or automation
- 05Integration plan for existing tools
- 06Human review path
- 07Basic logs and fallback states
- 08Next workflow shortlist
Good fit. Bad first move.
Good fit
- 01A repeatable process already exists
- 02People can show examples of good and bad output
- 03A human will check the AI output before it matters
- 04The tools are accessible enough to connect
- 05The goal is a pilot, not a company-wide rebuild
Bad first move
- 01You want a chatbot because competitors have one
- 02The process changes every time
- 03No one owns the workflow
- 04The AI would make medical, legal, or financial decisions by itself
- 05You cannot share safe examples of the work
Recently shipped.
A selection of recent client work.
Harlequin
Product · Web app
Sprintlaw
Legal SaaS · Product UI
MapQuest
Maps · Web platform
matera.eco
Sustainability · Marketplace
Trusted by
Show me the workflow.
I will tell you where I would start.
Bring the process as it is now. Screenshots, forms, example emails, docs, spreadsheets, or a rough voice note are enough for the first conversation.
Questions before AI.
- Is this just a chatbot?
- Sometimes a chat interface is useful. Most of the time the better first step is a workflow: classify this, draft that, extract these fields, route this request, or check this output.
- Do you need access to our internal systems?
- Not for the first read. For a pilot, I need enough safe examples to understand the workflow and the right level of access to build against the tools involved.
- What tools can you connect?
- It depends on access, but common starting points are email, forms, CRMs, spreadsheets, databases, dashboards, and internal handoff tools.
- Can AI replace the person doing the task?
- Bad first goal. The first pilot should make a real person faster or more consistent, with approval still in the loop.
- What happens after the first read?
- If there is a clean pilot, I scope it and give you a fixed quote. If the workflow is not ready for AI yet, I say that and explain what I would fix first.
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Have a workflow worth testing?
Send the workflow
Free first read.