We build automation for a living. And we regularly tell clients not to automate certain things. Knowing when to stop is as important as knowing when to start.
High-stakes emotional situations need humans. A customer whose wedding photos were lost needs empathy, not efficiency. Automate the case routing, but keep the conversation human.
Key Takeaway
Success leaves clues. Study what worked for similar businesses, then adapt to your specific context.
Complex judgment calls should stay human. An AI can flag unusual transactions. A human should decide whether they are fraud. The cost of wrong automation exceeds the savings from right automation.
Relationship-building moments matter. The CEO should personally thank your biggest customers. Your best salesperson should handle key accounts. Some interactions build loyalty that automation cannot.
Novel situations need human creativity. When something unprecedented happens, humans adapt. AI systems fail gracefully at best, catastrophically at worst. Keep humans in the loop for exceptions.
The test we use: What is the cost of getting it wrong? High cost wrong answers should have human oversight. Low cost wrong answers can be automated fully.
"The companies that thrive are not those with the most technology, but those who apply technology most thoughtfully.
Another test: Would a customer feel valued or processed? Efficiency is not always the goal. Sometimes feeling heard matters more than fast resolution.
The hybrid approach works best. Automate the routine. Flag the exceptions. Have humans handle the edge cases. This captures most efficiency gains while protecting quality.
The Challenge
- •Overwhelmed with tasks
- •No time for strategy
- •Inconsistent results
- •Constant stress
The Transformation
- •Focus on priorities
- •Strategic thinking time
- •Predictable outcomes
- •Sustainable pace
Review your automation regularly. What made sense to automate last year might need human touch this year. Business context changes. Automation should adapt.
The goal is not maximum automation. The goal is optimal automation. Sometimes the optimal amount is zero.
