Find the work that repeats
Ask the office and field teams where information gets copied, lost or chased. Look for frequent tasks with consistent inputs, predictable outputs and an obvious owner. Avoid starting with emergency decisions, payroll or autonomous pricing.
Write down the baseline
For a week, record how long the task takes, where it fails and what happens next. Choose one primary measure, such as time to return an enquiry. Add a guardrail, such as the percentage of records with correct callback details.
Run a bounded trial
Test ordinary cases and awkward ones: duplicates, missing information and conflicting requests. Give staff a way to override the system. Expand only when the result is useful and the owner can see and recover from failures.
Make the next step practical.
Tell us what you do, where the work gets stuck, and what a useful result would look like. Start there.