Map the workflow before choosing technology
Write down the trigger, inputs, decisions, systems and final owner. Include the manual work between tools: copying information, chasing missing details, classifying requests and preparing responses.
Separate rules from interpretation
Use explicit rules for predictable steps such as required fields and status transitions. AI can assist where the task involves interpreting text, suggesting a category or drafting a response. Do not add AI to a step that a simple rule already handles reliably.
Design exceptions and human review
Define what happens when information is missing, systems are unavailable or an output needs review. Assign an owner and provide a manual route. A workflow is incomplete if only the happy path is automated.
Pilot with controlled data
Test a limited process with approved data and restricted permissions. Record what happened and which action was taken without exposing unnecessary personal information. Check that retries do not create duplicate actions.
Judge operational value
Measure handling time, manual interventions, errors and the experience of the people using the workflow. Expand only after the pilot meets its acceptance criteria. Our Intermedica case connects patient involvement with the operational work behind the journey.