Purpose
Handling procedure for broader business-problem/workflow requests where AI Ops is expected to design (and often build) a solution, not just approve a tool. Work-type label: CONSULT (escalates to CB when a build is required).
Who typically asks
Legal, Product, Compliance, Workplace/HR, or CS leaders with a process problem (compliance tracking, FAQ bot, renewal-dashboard sync, contract triage, community moderation, vendor evaluation).
Recognize at Intake
- Describes a business problem/workflow rather than a specific credential/connector.
- References a stakeholder proposal or asks "how should we automate X."
- Ticket type "Request project scoping" — guarantees a scoping look, captures a required "Impacted Team" (Beneficiary Team) field.
Handling Procedure
- Schedule a ~30 min scoping call rather than fully scoping in ticket comments, especially for cross-system architecture. Check Beneficiary Team field first for sponsoring business unit.
- Follow internal AI Ops guides (Confluence folder linked from playbook).
- Vendor-evaluation asks: gather stakeholder/attendee list, confirm business case and timeline pressure (e.g. expiring contract), run meeting, document outcomes.
- Sensitive-data projects: proactively check Legal/Compliance involvement; be willing to build a POC ahead of formal ask if requester's team is too busy.
- Mark tickets "Awaiting Internal Support" when a downstream dependency remains, noting explicitly what's pending.
Common Pitfalls
- Assuming the requester's chosen tool is right without checking use case.
- Treating a vague automation ask as fully scoped without a live discussion.
- Not surfacing long-standing cross-team non-engagement until it silently blocks delivery.
Typical Turnaround
Highly variable — same-day for scoped consultations, multi-week for complex builds, stalled when cross-team dependency doesn't resolve.
Reference
Confluence page ID 6031507458. Part of the AIPM request-type playbook set; see [[AIPM Intake SOP]] for overall triage/classification.