Answer

Do we have to change how we work to introduce AI?

Not the way you work with customers, and usually not your systems either. What does have to change is anything that exists only in someone's head: the rules for deciding, the exceptions and the priorities have to be written down. That is one to two hours of work and it has value regardless of the project.

Last updated: 22 September 2026

Automate the process you have

Redesigning the process and automating it at the same time doubles the risk and makes it impossible to tell which change caused which result. Automate what you do today, measure it, then improve it with evidence. The exception is an obviously broken step, which is cheaper to fix first than to encode.

Writing the rules down is the real work

„We usually give this customer a discount” is not a rule until someone says under what conditions and up to what limit. Most of the time spent with us in the first week is this conversation, and companies often say it was worth doing on its own, because two colleagues turn out to have been handling the same case differently.

What changes in daily routine

Two things. Work arrives already prepared, so the day starts with approving rather than sorting. And there is a queue of exceptions that someone has to look at, which is a new habit but a smaller one than the sorting it replaced.

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What if our process is genuinely a mess?

Then the walkthrough surfaces it, and we say so. Automating chaos produces faster chaos, so we fix the two or three worst steps first.

Do we have to change software?

Almost never. If a system cannot be connected at all, we operate it the way a person would rather than asking you to replace it.