Lesson 1. Finding Tasks and Observation

Lesson 1. Finding Tasks and Observation#

Why This Matters#

Clients rarely say: "I need an AI agent." They say: "We have a problem with X." Your job is to see where an agent can solve that problem.

Key Idea#

Tasks are where time is lost and manual work is heavy

Look for processes that repeat 10+ times a day and involve standard steps.

Where to Look for Tasks#

1. Observing Processes

Ask the client or observe:

• What takes the most time?
• Which tasks are done manually every day?
• Where do errors occur?
• What frustrates the team?

Examples:

• a manager spends 2 hours a day answering standard questions
• an admin manually enters clients into a spreadsheet
• an HR manager copies data from resumes into CRM

2. Client Interview

Ask questions:

• "Which task takes the most time?"
• "What do you do every day that you'd like to automate?"
• "Where are your bottlenecks?"
• "What's holding you back from growing?"

Sample dialogue:

You: "Which task takes the most time?"
Client: "Managers answer the same questions: 'How much does it cost?', 'When's delivery?', 'How do I pay?'"
You: "How many such requests per day?"
Client: "About 30–40. Each answer takes 5 minutes."
You: "So that's 2.5–3 hours a day. What if an agent answered 70–80% of these questions?"
Client: "That would be great!"

3. Analyzing Communication Channels

Look at:

• Customer chats (Telegram, WhatsApp, social media)
• Email
• Website forms
• Phone calls

What to look for:

• recurring questions
• standard requests
• frequent errors

Example: You reviewed 100 customer inquiries and found:

• 40% — questions about delivery and payment (FAQ)
• 30% — booking a service
• 20% — order status
• 10% — non-standard requests

→ Solution: FAQ agent + booking agent will cover 70% of inquiries.

Typical Automation Zones#

Task Discovery Checklist#

• Conducted client interview (15–30 min)
• Observed processes (if possible)
• Reviewed customer chats/email
• Found 5–10 candidate tasks
• Recorded: what's done, how often, how much time

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