A decision framework
Not every process is a good automation candidate, and not every human hire is the right answer either. The question is about repeatability and cost.
Automate when
- The process is repeatable and documented
- The inputs and outputs are structured
- The volume justifies the build
- Failure is recoverable and non-critical
Hire when
- The work needs judgment and relationships
- The output is inherently unpredictable
- The stakes of a wrong answer are high
The hybrid play
Most teams land somewhere in between: automate the mechanical core, keep a human on the judgment calls and the exceptions.