All articles
Automate the follow-up, not the judgement
The highest-value automation in an operation is rarely the clever part. It is the chasing.
Chasing is the real workload
Most operational overhead is not decision-making. It is remembering that something needs a signature, that a document expires next month, or that a service was never confirmed.
Keep the human in the decision
Route the approval to the right person automatically, then let them decide. Automating the routing removes the delay; automating the judgement removes the accountability.