Reads.
Sorts incoming requests, checks documents against agreed requirements and flags missing information.
Digital Employee by ESD
Your next employee won’t be human.
A Digital Employee takes care of repetitive work across your business, so your people can focus on judgement, relationships and growth.
Book your Digital Employee strategy callExplore what your first Digital Employee could take off your team’s plate.
01 The work between the work
The work is small.
The interruption is not.
An email needs an answer. A client needs a reminder. A document needs checking. Every small task takes attention away from the work your people were hired to do.
Before you add another person, look at what keeps taking your people away.
- Emails to handle
- Follow-ups to remember
- Documents to check
- Appointments to coordinate
- Systems to update
02 Make room for people
People remain
at the centre.
Their attention should go where it makes a difference. Understanding a client. Resolving a difficult question. Seeing an opportunity. Leading a team.
People keep
Judgement. Empathy.
Relationships. Leadership.
Creativity. Decisions.
A Digital Employee can take on
- Routine responses
- Follow-ups
- Coordination
- Document handling
- Record updates
- Repetitive execution
Keep the value of your people. Give them less repetitive work.
Explore a role for your team03 Meet your digital colleague
Give it a role.
Give your team room.
This is a Digital Employee. A digital colleague that takes responsibility for an agreed piece of recurring work.
It receives a request, identifies the next step and carries out the actions you have authorised across the systems connected to that process. When a decision needs a person, the work comes back with the context they need.
A defined roleClear boundariesA person in charge
04 One request. Fewer interruptions.
An email arrives.
A familiar request can set off a whole chain of small tasks. Give that chain a clear owner, so it does not keep interrupting your team.
“Could we move our appointment to next week? Please send the latest information before we meet.”
Reads.
Identifies who is asking and what they need.
Understands.
Checks whether the request fits the agreed process.
Retrieves.
Finds the relevant information and available times in authorised systems.
Replies.
Prepares the response, sending it when permitted or requesting approval.
Updates.
Records the status and next step in the connected system.
Remembers.
Sets the agreed reminder or follow-up.
It involves a person when judgement or approval is needed.
The actions, connections and approval points are defined for your process before implementation.
05 Practical work. Every day.
What could come off
your team’s plate?
Start with the work that repeats. Build the role around what your business actually needs.
Replies.
Handles familiar questions using approved information, bringing sensitive requests to your team.
Updates.
Records agreed details in customer records, case files and operational systems.
Remembers.
Follows up on open requests and approaching deadlines within the limits you set.
Coordinates.
Passes work and context between the right people, keeping the next step clear.
Calls.
Can handle defined telephone conversations, such as gathering initial details or confirming an appointment, where appropriate.
Organises.
Coordinates availability, appointments and the information needed for what comes next.
Start with
one process.
Find your starting point The mix depends on your process, the available connections and the permissions you approve.
06 Responsibility stays with people
It knows when to work.
It knows when to stop.
Delegation starts with boundaries. We agree what your Digital Employee can complete, what it must bring back for approval and who takes over when the situation changes.
Talk through your processA defined remit.
Agreed actions and clear limits for the role.
Permission to act.
Access to the systems and information the work requires.
Approval where it matters.
Human confirmation at the points you define.
Exceptions brought to people.
A clear route for uncertain or sensitive requests.
A record you can review.
Activity recording and review requirements agreed as part of the setup.
07 Start with a real bottleneck
Wherever good people
are buried in routine work.
Lawyers.
Client intake, document requests and appointment coordination, with legal judgement remaining with the professional.
Accountants.
Document collection, client reminders and case updates, with advice and professional decisions staying with your team.
Professional firms.
The administration around each client engagement: requests, follow-ups, scheduling and preparation.
Service businesses.
Recurring customer questions, lead follow-up and the coordination that keeps daily operations moving.
For leaders in operations, customer service, sales, marketing and professional services. Begin with a recurring process your team would welcome help with.
08 Real people. Practical direction.
Behind your digital colleague are human experts.
With Prof. Christian Farioli and ESD, the conversation begins with your people and the work around them.
We analyse the process, identify what can be delegated and define how the work should operate. Strategy and implementation belong together: a useful role, clear responsibilities and a practical starting point for your team.
Understand. The work and the people.
Define. The role and its boundaries.
Build. Test and review the process.
09 Before we talk
A few sensible
questions.
What is a Digital Employee?
A digital colleague configured to carry out an agreed set of recurring tasks. It works within defined permissions, follows the process you approve and brings decisions or exceptions back to your team.
Is it replacing people?
Our focus is to release capacity by taking repetitive work off people’s plates. Your team keeps the judgement, relationships, expertise and responsibility that make the business valuable.
What kind of work can it do?
Suitable starting points include routine enquiries, document collection, follow-ups, appointment coordination and record updates. We assess your actual process and systems before confirming the scope.
How do we stay in control?
We define the role, permissions, approval points, exception handling and review requirements with you. A person remains responsible for the process and the decisions it involves.
How does it differ from a chatbot?
A chatbot usually focuses on a conversation. A Digital Employee can carry an agreed task through its next steps: retrieving information, preparing a response, updating a record or coordinating an appointment, within its authorised role.
How do we start?
Choose one recurring process that takes up more team attention than it should. We explore the work, what good completion looks like and the parts that must stay with people before proposing an implementation.
What happens in the strategy call?
We discuss a real process, explore one or two realistic starting points and clarify what could be delegated. The aim is a clearer view of the fit, the boundaries and a sensible next step.
10 Start with the work
Show us the work
that slows your
team down.
Bring one recurring process. We will explore where a Digital Employee could help, what should stay with your people and what a useful first step could look like.
Book your Digital Employee strategy call
Choose a time with Christian in the ESD strategy-call calendar.
Your booking calendar will appear here.
Select a date and time, then confirm your details.
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