Equip operational, administrative and service teams to identify high-value AI opportunities, streamline workflows and apply AI tools responsibly to improve productivity and operational effectiveness. Participants identify repetitive or high-friction tasks, map current workflows, select suitable AI-enabled improvements and practise using approved tools to draft, summarise, analyse, classify, retrieve, communicate or support decisions.

1: Operational AI Opportunities and Responsible Use

Explore how AI can support operational, administrative, customer-service and service-delivery activities. Participants will examine the practical capabilities and limitations of AI, identify appropriate workplace applications, and consider the importance of human oversight, accuracy, confidentiality, cybersecurity and responsible use.

2: Identify Pain Points and High-Value Tasks

Discover practical approaches for identifying repetitive, time-consuming or high-friction activities that may benefit from AI enablement. Participants will assess operational pain points, consider their impact on productivity and service delivery, and prioritise suitable opportunities for improvement.

3: Map the Current Workflow

Learn how to document an existing workflow and identify inefficiencies, bottlenecks, hand-offs and control requirements. Participants will map a selected operational process to establish a clear current-state view and determine where AI may add practical value.

4: Use Approved AI Tools Effectively

Gain practical experience using approved AI tools to support activities such as drafting, summarising, analysing, classifying, retrieving information and workplace communication. Participants will practise developing effective instructions or prompts while applying appropriate human review and responsible-use controls.

5: Design the Future-State AI-Assisted Workflow

Explore how selected operational tasks can be redesigned into an effective AI-assisted process. Participants will define the future-state workflow, clarify roles and hand-offs, incorporate review checkpoints, and determine how AI outputs should be validated before use.

6.  Establishing SOPs, Controls and Responsible-Use Checks

Examine the safeguards required to support reliable and responsible AI adoption in operational environments. This module focuses on standard operating procedures, data protection, confidentiality, accuracy, cybersecurity, human accountability and appropriate escalation processes.
 
7.  Measure Value and Plan Adoption

Understand how to evaluate the effectiveness of an AI-assisted workflow using relevant productivity, quality, service and employee-experience outcomes. Participants will identify practical measures of success and consider the workplace actions needed to support consistent adoption.

8.  Demonstration and Workplace Experiment

Consolidate the key concepts from the clinic through a practical workplace experiment. Participants will test an AI-assisted task or workflow, review the results, refine the proposed process and develop a short adoption plan to support implementation in their workplace.

Who Should Attend this AI for Operations Clinic? 

Designed for teams tasked with driving productivity, process improvement and workplace transformation.

• Operations Leaders

• Administrative Teams

• Customer Service Teams

• Service Delivery Teams

• Shared Services Teams

• Business Analysts

• Process Owners

• Team Supervisors