Automate the Handoffs, Keep the Human Judgment

The best automation targets predictable handoffs: collecting information, validating required fields, routing work, sending reminders, and recording status.

Human judgment should remain at decisions involving exceptions, customer impact, financial commitments, security, or strategic trade-offs.

Design the workflow so people can see what the system did, why an item needs attention, and how to override it safely. Automation should increase clarity, not hide responsibility.