Count the work before choosing the tool
Observe a normal week. Record how often the task occurs, how long it takes and where exceptions appear. A frequent task with stable inputs is a better pilot than an ambiguous decision with serious consequences.
Define success before implementation
Choose a measurable acceptance condition: fewer manual transfers, shorter handling time or fewer missed follow-ups. Include time spent reviewing AI output. Keep a human approval step when the system can send messages, change records or affect customers.