WHAT TO AUTOMATE

Reviewing your process

Map out tasks, identify repetitive or high-volume tasks. Start from the beginning, work through to the end, and write down everything in between. Map the full customer journey. If the process differs for different types of customers, document each variation.

Understanding possibilities of automation and AI

Emails, data collection, document generation, task routing, reporting, lead follow-ups. There will be many opportunities in your process to automate. The key is having the creative insight and knowledge of what’s possible. Without this, you’ll constantly question what can or cannot be done, and struggle to solve problems effectively.

Understanding limitations

Tasks requiring complex judgment, empathy, or creativity may still need a human. AI and automation are not the answer for everything. They are excellent at some tasks and terrible at others. Just because something can be automated doesn’t mean it should be.

Best practice

Prioritize high-impact tasks, start small, build incrementally. Tackle small wins first and expand from there until you have a fully automated workflow.

Why you still need a human

Final approvals, quality checks, relationship building, decision-making in ambiguous situations. This is crucial. Automation and AI should free people up to do rewarding, high-value work. People should do what humans are best at—building relationships, applying judgment, and solving complex problems.