Case 01 / process transformation
Redesign intake before adding AI.
Map where a customer request travels today, then decide which steps AI should support and which decisions people should retain.
Summit Home Services · example case
Process map / interactive modelCurrent vs. proposed workflow
Current manual work5.0 hours
Proposed human review0.75 hours
Capacity estimate
Example estimate: 10 minutes of manual work compared with 1.5 minutes of review per inquiry.
Business challenge
What needed to change
A coordinator must read each request, classify it, enter details into the CRM, assign a team, reply, and set follow-up. The manual steps create delays and make handoffs hard to track.
For a client project
Time actual inquiries, confirm handoffs with the team, test exceptions, and assign an owner to each decision.
Example approach
What this covers
- Map the current intake steps and their owners.
- Design a flow for classification, record creation, and follow-up.
- Keep emergency escalation and customer replies under human review.