What's Something You Refuse To Automate?

For me, it’s the conversations where someone needs to feel heard.

I’ll automate reminders, confirmations, follow-ups, scheduling, data collection... basically anything repetitive that doesn’t need emotional intelligence.

But complaints, employee issues, difficult client conversations, recognition, or anything involving real conflict? I want a human involved.

I spent years in the mental health field before running my business full-time, so maybe I’m especially sensitive to this, but there’s a difference between efficiently responding to someone and actually understanding what they’re saying.

I think the sweet spot is using automation to remove enough of the busywork that your people have MORE time to be human where it actually matters.

If a client or employee is upset and realizes they’re arguing with a bot, we’ve probably automated one step too far

Any form of escalation or dissatisfied customer.

I live and breath integration and automation for home service companies and while it is still very possible to deliver a personalized experience for things like lead follow up, AR collection, review generation, etc. I'm not not confident yet that I would suggest someone leave the most delicate of human interactions to AI.