AI opportunity discovery
Most AI projects fail because they start from the technology rather than the user. We start from the journey. By mapping how people and staff actually move through a service, we find the moments where an assistant, automation or decision support would help, and the moments where a human must stay in the loop.
The output is a service blueprint with AI touchpoints designed in, each with a clear user need, a data source, a fallback and an owner.
How it works
Discover. Interviews, observation and analytics to map the as-is journey for users and for the staff behind the scenes.
Locate. Workshops with your team to identify the pain points where AI could realistically help, scored by user value, feasibility and risk.
Design. A to-be journey and blueprint showing where AI sits, how it hands over to people, what happens when it is wrong and how you would measure it.
Decide. A prioritised backlog of opportunities, each sized as a proof of concept, so you can test the strongest one next.
Typical opportunities we find
- Triage and routing of enquiries so people reach the right team first time
- Drafting and summarising for case workers, with human review
- Guided eligibility checks and form completion
- Search and retrieval across policy, guidance and product content
- Proactive notifications based on a user’s stage in a journey
- Back-office classification that frees staff time for the complex cases
What you get
A blueprint of the service with AI touchpoints, a scored opportunity backlog, and a recommendation for the first proof of concept. Everything is written so that product, policy and technology teams can act on it without us in the room.
Organisations we have done AI and innovation work with
Find out where AI belongs in your service
A discovery usually takes four to six weeks. Tell us about the service and we will propose a scope.