Short answer
Implementing AI safely takes seven steps: map repetitive tasks, choose one with good return and low risk, organize the information the AI will use, write rules and limits, pilot with a metric, review conversations and results, then expand.
1. Map tasks
List repetitive, text-heavy work: answering questions, reading documents, routing requests, writing reports.
2. Choose one
High volume, clear rules, low risk, data available.
3. Organize information
Prices, hours, policies, procedures. Decide who keeps them current.
4. Write rules and limits
What the AI may answer, which actions it may take, when to call a person, and what it must never do.
5. Pilot with a metric
Narrow scope; measure before and after.
6. Review
Read conversations, fix the knowledge base, tighten rules.
7. Expand
More channels or tasks, based on results.
Cross-cutting concerns
- Privacy: minimal data and defined retention.
- Transparency: tell people they're talking to an AI.
- Cost: set a spending cap.