Perspectives.
Ideas to understand artificial intelligence, apply it thoughtfully, and transform the way we work.
36 ARTICLES
Banking: designing service that preserves context
How to organize banking requests with clear scope, follow-up and human review.
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Insurance: from first notice to a complete case
An operational guide to collecting documents, identifying gaps and keeping applicants informed.
Telecommunications: keeping diagnosis intact through support
Connect classification, checks and escalation in one coherent support journey.
Healthcare: improving patient administration
An approach to appointments, requirements and administrative follow-up with clear boundaries.
Retail: answering order questions consistently
Connect orders, delivery and returns to avoid contradictory cross-channel answers.
Energy and utilities: communicating incidents clearly
Link reports, operational status and updates without creating false expectations.
Logistics: coordinating dock appointments and exceptions
Loading schedules work when carriers, warehouses and operations share the same state.
Aviation: maintaining consistency during disruption
Design travel updates and human handoffs when plans change.
Manufacturing: turning plant reports into coordinated work
Structure incidents without replacing plant technical procedures.
Consumer goods: organizing distributor orders
From scattered messages to commercial requests teams can review and execute.
Wellness: scheduling that reflects real capacity
Coordinate staff, spaces and services to prevent unserviceable bookings.
Restaurants: connecting reservations with service operations
Manage requests, changes and arrivals without losing restaurant constraints.
Hospitality: continuity before, during and after a stay
Organize guest requests around the booking and each department’s work.
Professional services: intake that prepares the work
Capture context, documents and ownership before professional work begins.
Government and public sector: traceable service guidance
Organize inquiries, requirements and tracking without confusing guidance with official decisions.
Vacation rentals: coordinating stays without scattered messages
A journey linking guests, hosts and operations across arrival, issues and departure.
Procurement bids: building an actionable requirements matrix
Organize documents, dates and supplier review while preserving source references.
Appointments and reservations: states that prevent double promises
The difference between browsing, holding, confirming and canceling availability.
Customer service: design for resolution, not just replies
Move from fluent conversation to a process with next actions and verifiable closure.
Sales: qualifying opportunities without an interrogation
Capture intent, context and next steps so sales teams arrive prepared.
Collections: coordinating reminders and reconciliation
Avoid incorrect outreach by separating balances, reported payments and confirmed payments.
Operations: turning conversations into work queues
Assign tasks, dependencies and priorities while preserving cross-team context.
Human resources: organizing internal requests with privacy
Design internal inquiries and requests with limited access and clear ownership.
Procurement: preparing comparable requests
Define specifications, approvals and versions before coordinating quotations.
Documents: extracting information without losing evidence
Turn files into reviewable data while preserving source, version and context.
IT support: access requests with context and approval
Coordinate incidents and permissions without treating conversation as authorization.
How to choose the first process for an AI pilot
Prioritize a measurable, bounded journey with an owner able to resolve exceptions.
A knowledge base teams can maintain
Turn scattered documents into answers with ownership, scope and review dates.
Integrations: defining reads and writes
Map system connections without confusing available information with authorized actions.
How to estimate automation value without invented savings
Build a comparison including review, maintenance and exceptions.
Human oversight: deciding where people should intervene
Design reviews that add judgment and let work continue without losing context.
Security starts with the data flow
Operational questions defining access, information and actions before a pilot.
Evaluating AI through real cases and acceptance criteria
Build evaluations revealing data, decision and execution failures before expanding.
Business intelligence: agree definitions before dashboards
Ensure questions, metrics and sources describe the same operation.
Agents and rules: choosing the approach for the work
When a defined sequence is enough and where interpretation adds value.
Before automation, remove work that is no longer needed
Process review can reveal more value than speeding up every step.