Only 5% Have Mapped Their Real Process | Jordan Fleming on Redesigning Your Business for AI Agents copertina

Only 5% Have Mapped Their Real Process | Jordan Fleming on Redesigning Your Business for AI Agents

Only 5% Have Mapped Their Real Process | Jordan Fleming on Redesigning Your Business for AI Agents

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Jordan Fleming bootstrapped smrtPhone from Poland, with the technical team in Romania, to just under 10 million dollars and nearly 60 people. Along the way it went from a phone system built for Podio to what he now calls an agentic conversation platform. He has since moved from CEO to chairman. His argument is that most companies spending on AI are not seeing growth from it. They drop very capable agents into processes designed around human limits, and those processes are full of invisible work that people quietly cover. Only about 5 percent of the companies he has worked with have mapped their processes the way the work actually runs. That is the subject of his book, The AI Workforce: redesign the business, one process at a time, around work shared between agents and people. ## In this episode - Four owners, distinct roles, and disagree and commit when they can't agree - Why they built in Eastern Europe, inside the EU legal and IP framework - The happy accident of building a phone system for Podio, and growing with almost no marketing - How every product update now flows into a company brain that updates help docs and agents - An agent that made 220,000 calls in three and a half weeks - Why AI spend is not turning into growth - The invisible work that never makes it onto the process map - Business structures built for one kind of labor, and what changes now - Hiring a role based AI agent and onboarding it to your company - Why voice agents built software first sound great in demos and fail in execution ## Timestamps 00:00 Welcome 01:01 Four owners, and stepping up to chairman 02:15 Splitting the roles so nobody deadlocks 03:43 Why build the company in Eastern Europe 05:18 From a PhD in music to Poland 06:08 Bootstrapping a phone system for Podio 08:09 From VoIP company to agentic conversation platform 08:45 How AI changed the way they build 09:40 220,000 calls in three and a half weeks 10:15 Why AI spend is not turning into growth 12:08 Only 5 percent map their real process 13:52 Redesigning process after process 14:42 The AI Workforce, his book 16:08 The four zones of AI 16:39 Business structures built for one kind of labor 18:47 The next 24 months 20:06 What broke as they scaled 22:05 Hiring role based AI agents 23:27 Onboarding an agent: property maintenance 25:01 Latency, and why telecom first matters 26:43 Who smrtPhone is for 28:14 Where to find Jordan and the book ## About Jordan Fleming Jordan Fleming is the cofounder and chairman of smrtPhone, an agentic conversation platform for voice and text, built for companies of 10 to 500 users. He is the author of The AI Workforce, a framework for redesigning a business around shared execution between AI agents and people. The AI Workforce, free executive briefing for listeners: https://thefutureworkforce.ai/p/os-show smrtPhone: https://smrtphone.io Listen: https://feeds.transistor.fm/the-operating-system-show Be a guest: https://crm.frontrangesystems.com/discovery
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