Sometimes the most valuable improvements are not always large transformation programmes. They may be as simple as:
- Capturing information in a more structured format
- Moving validation earlier in a workflow
- Giving AI access to the right reference material
- Combining several review stages
- Automatically drafting work before human review
- Routing exceptions instead of people reviewing everything
- Changing when and where a decision is made
AI agents typically add most value by handling the repetitive work so a small redesign at the right point can remove hours of downstream work.
Examples #
1. Change the point of data entry #
A sales team uses AI to summarise customer calls, but staff still enter key details manually into the CRM afterwards. A small process change—having the AI update the CRM directly from the call transcript—removes duplicate work, improves data quality and gives managers a more accurate pipeline.
Small change: automate where information enters the process. Disproportionate gain: hours of admin removed across the whole sales team.
2. Route exceptions, not every transaction #
A finance team uses AI to read supplier invoices, but employees still review every one before payment. By changing the process so AI automatically approves invoices that match a purchase order and only sends exceptions for review, staff stop checking routine transactions.
Small change: humans review only unusual cases. Disproportionate gain: thousands of manual checks disappear without reducing control.
3. Give AI authority within clear limits #
A customer service AI drafts responses, but every reply still requires manager approval. The company creates a set of approved actions the AI can take automatically, such as issuing refunds below £25 or changing delivery dates.
Small change: allow AI to act within defined boundaries. Disproportionate gain: faster resolutions, fewer escalations and much lower management workload.
The common pattern is that the biggest gains rarely come from a more powerful AI model. They come from removing one unnecessary handoff, approval or duplication around it.
