How do we identify which parts of our proprietary process can be automated with AI and which parts must remain high-touch to maintain our market differentiation?

Question

Tyler Smith · Accepted Answer

Many owners fear that automating their proprietary process will destroy their differentiation and turn them into a commodity. The reality is that your customers do not buy your manual labor; they buy your outcomes. To maintain your market differentiation, you must separate your operational delivery into two categories: the tasks that machines can do cheaper and faster, and the relationships that require deep human judgment. Use AI to streamline the highly repetitive, data-heavy parts of your workflow. This improves your speed and lowers your cost of delivery, which are baseline customer expectations. Then, reinvest that saved time into the areas where you can be an indispensable complement to the technology. If your competitors are using automated systems to spit out generic reports, your team should use their newly freed-up capacity to provide strategic, high-touch interpretation of those reports. Your Three Uniques on the V/TO® should not focus on the technology itself, but on the superior insights and strategic guidance your team can provide because they are no longer bogged down by manual administration.