Smart Isn’t Enough: Why AI Needs Domain Knowledge

Many organisations invest in document automation to reduce manual effort, improve accuracy, and accelerate processes. However, introducing automation into an already inefficient workflow can unintentionally amplify its flaws.

Before integrating AI tools or process automation, it is essential to identify and address the underlying issues in your current workflow. Below are five key areas to examine.

1. Analyse the actual document flow—not the organisational structure

Rather than building automation around existing roles or departments, focus on how documents move through the organisation. Identify the sources, the points of review, the handovers, and the outputs.
 This analysis reveals the true operational flow, highlighting opportunities for simplification or improvement that may not align with your formal org chart.

2. Identify structural breakpoints, not just bottlenecks

Beyond process delays, many inefficiencies occur at breakpoints—where documents move between systems, departments, or tools. These include:

• Handoffs between teams
• Tool or format transitions (e.g. from email to ERP)
• Manual data transfers or validations
 Addressing these points improves consistency and reduces the risk of errors, especially in multi-step or cross-functional processes.

3. Challenge whether the data needs to be processed at all

Not all incoming documents require the same level of handling. Review whether:

• The data is essential
• Upstream processes can standardise inputs
• More structured sources (e.g. a client portal) could replace free-form files
 Optimising what enters your workflow can significantly reduce downstream complexity.

4. Align “completion” with business outcomes

A document is not complete simply because it has been received or read. True completion means that:

• The information has been correctly extracted and stored
• All relevant actions (e.g. responses, payments, filings) are triggered
• Compliance and validation requirements are met
 Defining success this way ensures automation serves broader operational goals.

5. Avoid replicating inefficient habits through automation

Legacy workflows often include workarounds such as exporting PDFs, re-entering data, or archiving unnecessary files. Automating these routines without questioning their relevance can entrench inefficiencies.
 Instead, start from the desired business outcome and rebuild the workflow to support it, rather than replicating old behaviours at a faster pace.