Find the friction.
Before choosing a model or a tool, map the process. Where is information copied? Where do people wait? Which decisions require context that a system cannot reliably provide?
Keep the scope specific.
A useful first project has a clear input, a bounded task and an observable result. Drafting a response for human review may be a better beginning than automating an entire customer relationship.
Make room for judgment.
Build escalation and review into the process. Compare the result with the existing workflow and only expand when there is evidence that the change helps.