AI & Automation
What is AI automation?
AI automation applies artificial intelligence to tasks that previously needed human judgement — reading documents, classifying enquiries, drafting responses, retrieving internal knowledge. It differs from traditional automation, which follows fixed rules, because it can handle variation in inputs. It works best where volume is high and the cost of an error is low.
The useful distinction is between rules and judgement. Traditional automation moves data between systems reliably when the input is predictable. AI handles the cases where it is not: an email that could be three different request types, an invoice in an unfamiliar layout, a question whose answer lives in six documents.
Most initiatives stall between pilot and production, and the gap is rarely the model. It is the absence of a decision about who reviews output, what happens when the system is wrong, and how success is measured.
Informational · Updated 2026-08-10
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