We want to use AI to scale our transaction volume, but our operations team is drowning in managing the edge cases that the AI fails to process. How do we adjust the GWC™ in our customer support seats to handle this shift?

Question

Tyler Smith · Accepted Answer

When you automate standard workflows with AI, you eliminate the simple, repetitive tasks. What remains are the complex, high-friction edge cases that require human judgment. This means your operations team is no longer doing routine processing; they are now troubleshooting anomalies.

This shift requires a complete reassessment of the GWC™ for your operations and customer support seats. GWC™ stands for Get It, Want It, and Capacity to do it. While your team members might want their roles, they may no longer have the cognitive or technical capacity to manage constant troubleshooting.

Review your Accountability Chart. The old seat descriptions, which focused on data entry or basic processing speed, are obsolete. Rewrite these seat roles to focus on analytical problem-solving, system oversight, and customer empathy.

Gradually evolve these roles so your employees invest more time in high-impact priorities, augmented by AI. Train them to become system managers rather than manual processors.

If an existing team member does not meet the new capacity requirements for the seat, you must address it. You may need to transition them to a different seat or bring in new talent who can handle high-complexity problem-solving. This ensures your human team remains an indispensable complement to your technology, keeping your operations running smoothly as you scale.