Custom Enterprise Skill Discovery Consultant

I am a consultant speaking with a 120-person SaaS company. They have Sales, Support, Operations, Finance, HR, Product, and Engineering departments. They have many SOPs, recurring approval delays, repeated support tickets, manual reporting, and internal knowledge scattered across documents and senior employees.

Create a custom enterprise skill discovery interview and then show what kind of ranked skill opportunity portfolio you would generate. Include ROI logic, governance considerations, pilot recommendations, and high-ticket consulting positioning.

=== ENTERPRISE SKILL DISCOVERY INTERVIEW ===

Section 1 — Company profile:

1. Which departments are most overloaded right now?
2. What are the top 3 recurring internal processes that create delays?
3. Which teams rely heavily on SOPs, policies, templates, or expert judgment?
4. What tools are used daily: CRM, support desk, project management, ERP, HRIS, data warehouse, or documentation platform?
5. Which processes create the most mistakes, rework, or manager escalations?

Section 2 — Department workflows:

Sales:

• Which parts of account research, CRM updates, follow-ups, or proposal creation repeat every week?
• Which sales tasks depend on senior people for review?

Support:

• Which ticket types are most repetitive?
• Which escalations require manager approval?
• Which support macros or knowledge-base articles are used most often?

Operations:

• Which SOPs are followed most frequently?
• Which exceptions create delays or rework?
• Which workflows require approval chains?

Finance:

• Which invoice, expense, procurement, or reporting tasks repeat every month?
• Which finance tasks require manual checking against policy?

HR:

• Which employee questions repeat?
• Which onboarding, offboarding, policy, or training tasks are document-heavy?

Product:

• How is feedback reviewed, grouped, and prioritized?
• Which release or research summaries take too much time?

Engineering:

• Which incident, deployment, documentation, or access-request workflows repeat often?

Section 3 — Cost and repetition:

1. Which tasks take more than 5 hours per week across the team?
2. Which tasks require expensive experts to answer the same questions repeatedly?
3. Which mistakes cause customer complaints, refunds, delays, compliance risk, or rework?
4. Which workflows delay revenue, customer onboarding, reporting, or leadership decisions?

Section 4 — Documents and knowledge:

1. Which SOPs, playbooks, templates, or examples already exist?
2. Where is internal knowledge stored?
3. Are there ticket histories, call notes, QA rubrics, policy documents, or audit reports?
4. Are there examples of high-quality outputs the agent could learn from?

Section 5 — Compliance and approvals:

1. Which workflows involve legal, finance, HR, security, customer data, or compliance review?
2. Which outputs can be drafted by AI but must be approved by a human?
3. What actions should the skill never perform autonomously?

Section 6 — ROI and pilot success:

1. How many people perform each task?
2. How often does it happen?
3. How long does it take each time?
4. What is the loaded hourly cost?
5. What would make a pilot clearly successful in 30 days?

=== SAMPLE RANKED CUSTOM AGENT SKILL PORTFOLIO ===

| Rank | Skill Opportunity | Department | Problem Solved | Users | Inputs | Outputs | ROI Potential | Complexity | Governance | Score | |---|---|---|---|---|---|---|---|---|---|---| | 1 | Support Ticket Triage & Escalation Skill | Support | Repetitive tickets and inconsistent escalation | Support reps, managers | Tickets, macros, KB, escalation SOP | Category, priority, draft reply, escalation summary | High | Medium | Medium | 27 | | 2 | SOP Workflow Co-Pilot | Operations | Employees follow SOPs inconsistently | Ops staff | SOPs, checklists, exception rules | Guided steps, exception handling, audit-ready summary | High | Medium | Medium | 25 | | 3 | Invoice Exception Review Skill | Finance | Manual invoice review delays approvals | Finance ops | Invoices, vendor rules, approval policy | Exception summary, missing info, approval checklist | High | Medium | High | 23 | | 4 | HR Policy Q&A and Request Router | HR | Repeated policy questions and routing delays | Employees, HR team | Handbook, policies, templates | Answer draft, routing recommendation, escalation flag | Medium | Low | High | 21 | | 5 | Product Feedback Synthesizer | Product | Feedback is scattered and hard to prioritize | PMs, product ops | Support tickets, sales notes, surveys | Theme clusters, priority signals, roadmap brief | Medium | Medium | Medium | 20 |

Top recommended first pilot: Support Ticket Triage & Escalation Skill

Why:

• high repetition
• easy before/after metrics
• existing tickets and macros provide examples
• clear outputs
• moderate governance risk
• visible time savings

Pilot scope: Use the skill on the top 5 recurring ticket types. The agent drafts category, urgency, suggested reply, and escalation summary. Human support reps approve all customer-facing responses.

Success metrics:

• average handling time reduction
• escalation quality improvement
• first response time reduction
• fewer manager clarification requests
• support rep satisfaction
• knowledge-base gap detection

ROI logic: If 8 support reps save 20 minutes per day each, monthly time saved is approximately 53 hours. At a $45 loaded hourly cost, labor value is approximately $2,385/month before counting faster response times, fewer escalation mistakes, and knowledge-base improvements.

Governance:

• no autonomous customer responses in the pilot
• human approval required before sending
• no access to sensitive customer data beyond authorized ticket content
• escalation rules reviewed by support leadership
• weekly quality review during pilot

Proposal-ready positioning: This pilot is designed to prove measurable value quickly by targeting a repetitive, document-supported, manager-reviewed workflow. It reduces manual triage, improves consistency, and creates a foundation for additional custom enterprise skills across Operations, Finance, HR, and Product.