I think the best first step is to create a process flow of current business activities. A high-level doc should be a good start.
Then inputs-> Process -> Outputs can be identified. i.e.:
- Input: inbound calls/emails/text etc.
- Process: agent collects information to process the payment, file a claim etc.
- Output: Process is complete and end user is notified
The next step is to associate some sort of cost/values to each process (time spend, $ value, etc. are some examples).
Then ustomer touchpoints now can be identified and along with the costs, the business unit can come up with a priority table for potential tasks that could be automated, of course, strategic business goals need to be considered in this step.
I encourage Ushur partners to discuss potential use cases with their dedicated customer success manager or solution consultant to find the best path forward.