Every audit we run ends with the same question: of all the hours this team spends on repeat work, how many can an agent take off their plate without anyone noticing a drop in quality? Across our last forty builds, the median answer is 60%.
Why not 100%?
Because the last 40% is where the judgement lives. A quote for hazardous goods, a patient who sounds worried, an invoice from a supplier who has just changed their prices. Those are the moments where a person adds something, and they are also the moments that cost the most when an agent gets them wrong.
The three questions
Does the task follow the same steps at least eight times out of ten?
Is there a clear source of truth the agent can check its work against?
Would a wrong answer be caught before it reached a customer?
If the answer to all three is yes, we automate it. If one of them is no, we design the handoff first and the agent second.
What this means for your number
The savings meter on our home page uses the same 60%. It is a median, not a promise, which is why every audit ends with your own number for one real workflow.
