Lesson 2. Process Map in Plain Language#
Why This Matters#
To understand where an agent helps, you need to see the full process: inputs, steps, outputs.
Key Idea#
Process = sequence of steps from input to result
A process map helps find bottlenecks and automation points.
Process Map Structure#
Input (trigger) → Step 1 → Step 2 → Step 3 → Output (result)
Example 1: Lead Processing
Lead from website
↓
Manager reads the lead
↓
Manager asks clarifying questions
↓
Manager enters into CRM
↓
Manager passes to estimation
↓
Proposal sent to client
Where to automate:
- steps 2–3: agent asks questions and qualifies
- step 4: automatic CRM entry
Example 2: Client Service Booking
Client calls/messages
↓
Admin clarifies: service, date, time
↓
Admin checks available slots
↓
Admin enters into spreadsheet/calendar
↓
Admin confirms to client
↓
Client is booked
Where to automate:
- steps 2–5: booking agent does it all
How to Build a Map#
Step 1: Define the input (trigger)
- what starts the process?
Examples:
- lead from website
- client call
Step 2: List the steps
- what happens in order?
Step 3: Define the output (result)
- what do you get at the end?
Examples:
- client is booked
- lead in CRM
- reply sent
Step 4: Mark bottlenecks
- where is time lost?
- where do errors occur?
- which steps are standard and repeatable?
Process Map Template#
Process: _______________________
Input (trigger): _______________________
Steps:
1. _______________________
2. _______________________
3. _______________________
4. _______________________
Output (result): _______________________
Bottlenecks:
- _______________________
- _______________________
Where to automate:
- _______________________
- _______________________
Example of a Completed Map#
Process: Handling customer questions in an online store
Input (trigger): Customer writes in website chat
Steps:
1. Manager reads the question
2. Manager searches for answer in knowledge base
3. Manager replies to customer
4. Manager logs the inquiry in a spreadsheet
Output (result): Customer received an answer
Bottlenecks:
- Manager spends 5 minutes searching for answers in documents
- Manager replies with delay (up to 2 hours)
- 80% of questions are standard (delivery, payment, returns)
Where to automate:
- FAQ agent answers standard questions instantly
- Automatic logging of inquiries