80-20 Rule

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80-20 Rule

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."


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