Standardize before automating
Automation accelerates a stable process, but also increases existing uncertainty and errors.
First map out the current way of working: trigger, input, decisions, exceptions, output, and owner. Standardize what must go well and define where human expertise remains necessary. Then automate only predictable, low-risk steps.
Use three levels: assistance produces a draft, semi-automation performs fixed operations with checks, and automatic action is appropriate only when impact is low and error handling is strong. Expert covers the design and evaluation of integrations; a complete technical implementation requires additional development knowledge.
- Process first
- Exceptions visible
- Assistance versus action
- Low impact for autonomy
- Owner still needed
Terms in plain language
- API
- A technical interface through which software passes information or instructions to other software.
A support workflow may classify requests and create a draft; reimbursement and contract changes require separate authority.
Map [process] and classify each step as human, an AI draft, semi-automatic or a candidate for automatic action. Explain your choices in terms of impact, uncertainty, recoverability and exceptions.Create a process map and delete any automation for which there is no clear error handling.