What matters
An automation should support a defined process. Specify the trigger, purpose and handoff point, including what happens when a customer asks something the routine cannot appropriately address.
Put it into practice
- Map the recurring task
- Define the human handoff
- Test change and stop conditions
An example in practice
A confirmation routine supports scheduling but must change when the appointment is moved. The process includes that event before the routine is used.
What to track
Observe successful tasks and required human interventions.