Over-automation
Automating tasks that should involve human judgment, leading to poor client experiences or operational mistakes. Example: automatically resolving all support tickets without human review fast, but wrong. Good automation knows what NOT to automate.
Expert insight
Automate the routine. Preserve human judgment for the consequential. The distinction matters.
In a real workflow
A company automates its complaint replies, and angry customers feel ignored by templated messages.
Common mistakes
- Automating rare tasks that cost more to maintain than to do by hand.
- Removing human judgment from sensitive decisions.
Complexity level
Anyone can understand this no technical background needed.
Related terms
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Documenting every step, decision, and handoff in a business process. The foundat…
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