Many people think AI equals automation. Instead, we should focus on augmentation. Why?
Automation is hard to do well, especially for ambiguous or relationship-focused tasks.
Automation prompts leaders to think about reducing costs and headcount, when automation strategies may actually cost more and increase headcount because automation is so hard to do well for certain functions.
Augmentation strategies are far less de-stabilizing to existing companies, and may require less ‘unlearning’ and mindset-change for both employees and customers.
When it comes to generative AI, augmentation strategies are often easier and smarter than attempting full automation.
C3P0 from Star Wars was hilariously unable to completely automate all human tasks. But he was able to augment their capabilities so Leia, Chewie and Luke could focus on the important stuff.
Think of the science fiction characters from early Star Wars movies—C3P0 and R2D2 were not expected to take over entire responsibilities, unless they were very defined (like piloting in uncrowded spaces, or carrying something heavy). These robots were obviously machines, and were optimized to augment human capability by doing repetitive and/or dangerous work. Later in sci-fi, in Star Trek: The Next Generation, the character Data is a very advanced android nearly obsessed with being and acting human, often with dangerous and/or hilarious results. Why? Because it’s so hard to completely anticipate and train human nuance.
The 80-20 rule
In AI and process work, aiming for an 80% automated and 20% human process can often be more practical and effective than attempting to fully automate a workflow. Fully automating a process requires accounting for every possible scenario and relying on perfect data and algorithms, which can be challenging. By focusing on automating the majority of the process (80%) and leaving room for human intervention (20%), organizations can achieve better results. Humans have critical thinking skills; no matter how much generative AI tools may looks smart, no current AI has anything approaching critical thinking capabilities.
Take the example of T-Mobile—they’re adopting AI tools to help their customer service agents better focus on tricky, complex issues. Customers are beginning to expect that companies are using generative AI tools to get them accurate answers through support channels, but alongside humans who can help interpret edge cases, contradictions or incomplete policies. Meanwhile, some of their competitors are trying to develop completely self-service tools—but still haven't launched.
Help humans be more human—with machines that are ‘kinda human’
Because so many companies jump ahead to the promise of massive cost-cuts, they’re trying to completely automate customer service. Yet, leading chabot company Intercom’s Fin product aims to resolve 50-80% of customer inquiries, not 100%. The #8020Rule fully applies here. Walk, don’t run—reducing human demand by 80% should lower stress on your existing support agents, for example, and allow you to achieve high quality while also learning new technologies. However—don’t lay those agents off! Many of your employees have great skills and could enjoy more of their work without so much pressure to do rote tasks, and the smart ones will contribute to your AI models, as long as they know they have some job security and paths to advancement.
I can’t say this enough—laying off humans because you think you have AI dialed in based on a few cherry-picked examples, a proof of concept or a proposal from an external firm is a recipe for disaster.
You can’t (just) cost-cut your way to the future.
In general:
You cannot cost-cut your way to innovation.
You cannot cost-cut your way to great customer service.
You cannot cost-cut your way to differentiation—unless you solely compete on price.
Yes, not all of your employees may be necessary in their current roles as more and more AI tools roll out—but let people who want to stay with you stay with you, move to higher-value roles, and/or contribute to your new AI-savvy vision. And integrating new generative AI tools requires a lot of work to tailor and customize them to your tone, ensure ethical use, and interface with your company-specific data and processes. (By the way, those overdue data hygiene and consolidation projects no one wanted to fund in the last decade? Expect to hear a lot about them very soon).
If you automate everything without discernment, you may end up genericizing what is most valuable about your company.
A huge hidden risk of over-reliance on AI, especially with cost-cutting in mind, is a race to the bottom by providing entirely self-service models too soon. In addition to Idiocracy-esque chatbots, over-relying on self-service models erodes trust, limits important feedback loops from your users and clients, and requires escalations to highly-skilled “unicorn”-like employees because you laid off mid-level teams.
If you look at your objectives and key results, as well as your company’s organizational DNA (or historic ‘special sauce’ way of serving your customers) you’ll find good guidance for what you should and should not attempt to fully automate. T-Mobile prides itself on being the ‘un-carrier’ with a more human touch—so they augmented their teams rather than attempting to replace them. If you’re Google, and your company is focused on self-service, fine. But if you’re an organization like T-Mobile who has tried to distinguish yourself through the quality of your human relationships, the creativity of your design or other hard-to-automate DNA, don’t rush to automate what makes you unique. Instead, look at how AI can you help be even more creative, connected and of service to your customers.
Use AI as an augmentative tool: help your humans to be more human. For example, amongst support teams:
Allow your teams to focus on solving previously unsolveable problems (such as providing better onboarding support, direct support for customers facing complex challenges, or “edge cases”)
Increase their facetime with customers (if that's what the customers want)
Level up skills so agents can do better with VIP clients or complex situations
Write better documentation
Engage with product teams
Create video explainers for common issues (also with AI, like Descript!) or better in-product support.
Nearly every department and business can leverage generative AI (and basic automation) toolsets to allow them to do more of their most valuable, ‘genius-zone’ work. An off-the-shelf solution will not replace humans nor differentiate your firm on their own; off-the-shelf tools are both somewhat generic in nature, and also being applied across nearly every company who’s reading today’s headlines. So to immediately advance with AI, lean in to the human talent in your organization.
Incremental gains can fund exponential futures
The incremental gains you get from generative AI ‘quick wins’ can fund more innovative, exponential possibilities. But only if you reinvest your ‘quick winnings’ into your next generation of operations and offerings. Automation might look like the end goal, but it’s not right for every use case, and it’s rarely easy to do well.
(You can read more about incremental vs. exponential use cases for generative AI in our article on OKRs for Generative AI).
I’d love to hear more about your own work on both augmentation and automation strategies. What’s working? What’s not? What do you wish you knew back on day one?
In AI and process work, an approximately 80% automated, 20% human process may be easier to achieve and ultimately more effective than attempting to fully automate a workflow (because it must cover every eventuality and requires perfect data and algorithms).
"We applied the 80-20 rule when it came to generative AI for our support team—we automated 80% of customer inquiries to give users immediate answers rather than reading every support doc. And we allocated more human time to the 20% of people that the AI couldn't immediately provide answers for."
80-20 Rule
The 80-20 rule suggests that many of outcomes desired by the market or organization can be achieved by focusing on a standardized 80% solution, while allowing for 20% customization to meet specific customer needs.
"We didn't try to fully standardize our coaching offering—that would miss the point of tailored advice. However, we did create a lot of reusable materials and educational content in our coaching packages to maximize the value of time with a coach."
Intelligence Augmentation (or Automation)
Artificial Intelligence (AI) is sometimes best thought of as 'intelligence augmentation.' Artificial intelligence implies being autonomous and aware in a way that is unrealistic for machines. Intelligence Augmentation better describes what machines are capable of at the moment, which is support for human intelligence.
"When we stopped thinking of it as artificial intelligence and started thinking of it more as intelligence augmentation, it was easier to see how it would fit into our very relationship-focused business."
Robotic Process Automation (RPA)
Using machines to mimic repetitive human processes performed on computers (such as changing file formats or sending out meeting invites). RPA is ideally applied to free up human capacity for more high-value opportunities—and sometimes is used to reduce jobs. RPA does not require machine learning, artificial intelligence, or other advanced technologies and thus is often a first step in automation and augmentation efforts.
“Our company is doing a ‘build your own bot’ RPA project, where IT is helping people automate mundane computer work.”
Select any number of buttons on the left to see varieties of data sources available for analysis.
Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.
Banner
Caption
Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis
Inline Block
CaptionNunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Left inline no wrap
Caption
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Left Wrap (after first ¶)
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Caption
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Luctus accumsan tortor posuere ac ut consequat. Tristique senectus et netus et malesuada fames. Magna ac placerat vestibulum lectus mauris ultrices eros. Faucibus a pellentesque sit amet porttitor eget dolor morbi. Mi in nulla posuere sollicitudin aliquam ultrices sagittis orci. Mus mauris vitae ultricies leo integer. Morbi tristique senectus et netus et. Commodo sed egestas egestas fringilla. Congue nisi vitae suscipit tellus mauris a diam maecenas sed. In pellentesque massa placerat duis ultricies. Nulla facilisi cras fermentum odio eu feugiat pretium. Neque gravida in fermentum et sollicitudin ac orci phasellus. Elementum sagittis vitae et leo duis. Dignissim cras tincidunt lobortis feugiat.
Right Wrap (after first ¶)
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Caption
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Mauris sit amet massa vitae. Sed felis eget velit aliquet sagittis. Sem integer vitae justo eget magna fermentum. Nunc congue nisi vitae suscipit tellus. Sagittis nisl rhoncus mattis rhoncus urna neque viverra. Tempus quam pellentesque nec nam. Egestas fringilla phasellus faucibus scelerisque eleifend donec pretium vulputate sapien. Gravida in fermentum et sollicitudin ac orci. Ultricies mi eget mauris pharetra et. Maecenas accumsan lacus vel facilisis volutpat. Mauris pharetra et ultrices neque ornare aenean. Urna cursus eget nunc scelerisque viverra. Mi proin sed libero enim sed faucibus turpis in. Lobortis feugiat vivamus at augue eget arcu dictum.
Luctus accumsan tortor posuere ac ut consequat. Tristique senectus et netus et malesuada fames. Magna ac placerat vestibulum lectus mauris ultrices eros. Faucibus a pellentesque sit amet porttitor eget dolor morbi. Mi in nulla posuere sollicitudin aliquam ultrices sagittis orci. Mus mauris vitae ultricies leo integer. Morbi tristique senectus et netus et. Commodo sed egestas egestas fringilla. Congue nisi vitae suscipit tellus mauris a diam maecenas sed. In pellentesque massa placerat duis ultricies. Nulla facilisi cras fermentum odio eu feugiat pretium. Neque gravida in fermentum et sollicitudin ac orci phasellus. Elementum sagittis vitae et leo duis. Dignissim cras tincidunt lobortis feugiat.
Style Tests
Bold Text looks like this.
Italic text looks like this.
Ordered lists
Causeit offers AI & Digital Fluency solutions to clients in the form of ‘mindset transformation’ packages consisting of content and live time combined to bring new thinking into existing firms. Current and near-future offerings include:
Level one
Level two
Level two Sem viverra aliquet eget sit amet. Enim neque volutpat ac tincidunt vitae semper. Duis ut diam quam nulla porttitor massa id. Enim sit amet venenatis urna. Lacus vestibulum sed arcu non odio euismod lacinia. Et malesuada fames ac turpis egestas integer. Nulla facilisi cras fermentum odio eu feugiat. Ac turpis egestas integer eget aliquet nibh praesent tristique magna. Mattis rhoncus urna neque viverra justo. Urna nec tincidunt praesent semper feugiat. Magna etiam tempor orci eu lobortis elementum nibh.
Level three
Level three
Level four
Level four
Level five
Level five
Sem viverra aliquet eget sit amet. Enim neque volutpat ac tincidunt vitae semper. Duis ut diam quam nulla porttitor massa id. Enim sit amet venenatis urna. Lacus vestibulum sed arcu non odio euismod lacinia. Et malesuada fames ac turpis egestas integer. Nulla facilisi cras fermentum odio eu feugiat. Ac turpis egestas integer eget aliquet nibh praesent tristique magna. Mattis rhoncus urna neque viverra justo. Urna nec tincidunt praesent semper feugiat. Magna etiam tempor orci eu lobortis elementum nibh.
Level two
Level one
Unordered lists
Causeit offers AI & Digital Fluency solutions to clients in the form of ‘mindset transformation’ packages consisting of content and live time combined to bring new thinking into existing firms. Current and near-future offerings include:
Level one Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvinar
Level one Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvinar
Level two Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvina
Level two Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvina
Level three Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvina
Level four Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvina
Level five
Level two Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvina.
Text with a superscript Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla
andtext with a subscript Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque habitant morbi tristique senectus et netus. At imperdiet dui accumsan sit amet nulla facilisi. Lacus vel facilisis volutpat est velit egestas dui id ornare. Aliquam purus sit amet luctus venenatis.Pulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. NullaPulvinar mattis nunc sed blandit libero. Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla
Quote Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Code Block Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Rich media:
Video: Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Banner
Inline Block Center
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Inline Block Left
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Wrap Left
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Wrap Right
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Size Override Center Full Width (does not work)
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Embed: Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 1
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 2
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 3
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 4
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 5
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
Heading 6
Porttitor rhoncus dolor purus non enim praesent elementum facilisis leo. Nulla at volutpat diam ut venenatis tellus in. Nunc sed velit dignissim sodales ut eu sem integer vitae. Sagittis nisl rhoncus mattis rhoncus urna neque viverra justo. Donec et odio pellentesque diam volutpat commodo. Platea dictumst quisque sagittis purus sit amet volutpat consequat mauris. Fringilla est ullamcorper eget nulla facilisi etiam dignissim. Et tortor at risus viverra adipiscing at in tellus integer. Proin sagittis nisl rhoncus mattis rhoncus urna neque. Vitae sapien pellentesque
In AI and process work, an approximately 80% automated, 20% human process may be easier to achieve and ultimately more effective than attempting to fully automate a workflow (because it must cover every eventuality and requires perfect data and algorithms).
"We applied the 80-20 rule when it came to generative AI for our support team—we automated 80% of customer inquiries to give users immediate answers rather than reading every support doc. And we allocated more human time to the 20% of people that the AI couldn't immediately provide answers for."
80-20 Rule
The 80-20 rule suggests that many of outcomes desired by the market or organization can be achieved by focusing on a standardized 80% solution, while allowing for 20% customization to meet specific customer needs.
"We didn't try to fully standardize our coaching offering—that would miss the point of tailored advice. However, we did create a lot of reusable materials and educational content in our coaching packages to maximize the value of time with a coach."
Intelligence Augmentation (or Automation)
Artificial Intelligence (AI) is sometimes best thought of as 'intelligence augmentation.' Artificial intelligence implies being autonomous and aware in a way that is unrealistic for machines. Intelligence Augmentation better describes what machines are capable of at the moment, which is support for human intelligence.
"When we stopped thinking of it as artificial intelligence and started thinking of it more as intelligence augmentation, it was easier to see how it would fit into our very relationship-focused business."
Robotic Process Automation (RPA)
Using machines to mimic repetitive human processes performed on computers (such as changing file formats or sending out meeting invites). RPA is ideally applied to free up human capacity for more high-value opportunities—and sometimes is used to reduce jobs. RPA does not require machine learning, artificial intelligence, or other advanced technologies and thus is often a first step in automation and augmentation efforts.
“Our company is doing a ‘build your own bot’ RPA project, where IT is helping people automate mundane computer work.”
Select any number of buttons on the left to see varieties of data sources available for analysis.
.jpeg)
.jpeg)