Who it's for
Designed around these roles
Operations managers, service-delivery leaders, process owners and team leads exploring AI-assisted work in service operations.
Purpose
Design an AI-assisted workflow with people and controls in the right places.
Look at the whole service workflow before automating individual tasks. Identify suitable uses of AI, the exceptions people must handle and the evidence needed to evaluate a small test.
- Best for
- Operations managers, service-delivery leaders, process owners and team leads exploring AI-assisted work in service operations.
- Planned outputs
- 3 draft outputs for your team to review
- Topics
- 6 topics of learning and practice
- Formats
- Online, Onsite, Hybrid
- Engagement
- Standalone workshop or a module in a wider engagement
At a glance
Why teams take this workshop
Challenges this workshop addresses
Automating a process before understanding it
AI output with no quality owner
Exceptions that fall between teams
How the workshop works
From your challenge to working material
Follow how the topics build towards each planned output. Select a stage or a topic to step through it.
Learning outcomes
What your team leaves with
The outputs below are proposed workshop deliverables: drafts and working tools for your team to review and develop. Final scope is agreed before an engagement. Business results depend on subsequent decisions, implementation and context.
- Output 1A current-state workflow and automation-candidate assessment.
- Output 2A draft human–AI workflow showing review, exceptions and escalation.
- Output 3A bounded test plan with quality checks and proposed operating measures.
Workshop outline
Topics and the outputs they feed
The outline below shows the learning scope. Sequence, depth and timing are agreed during scoping.
| Session | Topic | Builds towards |
|---|---|---|
| 01 | Workflow boundaries, inputs and service expectations | A current-state workflow and automation-candidate assessment. |
| 02 | Task suitability for rules, AI and human judgement | A current-state workflow and automation-candidate assessment. |
| 03 | Data access, approved tools and integration constraints | A draft human–AI workflow showing review, exceptions and escalation. |
| 04 | Human review, exceptions and escalation | A draft human–AI workflow showing review, exceptions and escalation. |
| 05 | Quality evaluation and failure handling | A bounded test plan with quality checks and proposed operating measures. |
| 06 | Pilot measurement, ownership and adoption | A bounded test plan with quality checks and proposed operating measures. |
01
- Topic
- Workflow boundaries, inputs and service expectations
- Builds towards
- A current-state workflow and automation-candidate assessment.
02
- Topic
- Task suitability for rules, AI and human judgement
- Builds towards
- A current-state workflow and automation-candidate assessment.
03
- Topic
- Data access, approved tools and integration constraints
- Builds towards
- A draft human–AI workflow showing review, exceptions and escalation.
04
- Topic
- Human review, exceptions and escalation
- Builds towards
- A draft human–AI workflow showing review, exceptions and escalation.
05
- Topic
- Quality evaluation and failure handling
- Builds towards
- A bounded test plan with quality checks and proposed operating measures.
06
- Topic
- Pilot measurement, ownership and adoption
- Builds towards
- A bounded test plan with quality checks and proposed operating measures.
Engagement paths
Two ways to run this workshop
Our team will discuss the workflow, data restrictions and operational responsibilities before selecting exercises or tools.
Standalone workshop
Use a workflow-design workshop to examine one service process and produce a draft automation test plan. Production integration is outside the workshop scope.
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