We want to upgrade our customer service seat to leverage AI triage tools, but our current manager is highly resistant to technology. If we rewrite the seat roles to require AI literacy, how do we objectively determine if she still GWCs the new seat?

Question

Tyler Smith · Accepted Answer

To build an AI-powered operation, your Accountability Chart must evolve. When you integrate AI triage tools into your customer service workflow, you are fundamentally changing the nature of that seat. You must rewrite the roles of the seat to reflect these new technological requirements.

Once the roles are updated, you must evaluate the current manager using the GWC tool.

Does she Get it? This means she understands the systemic impact of AI on customer service and knows how to manage automated workflows.

Does she Want it? This is where many long-term employees struggle. If she is highly resistant to technology, she likely does not want to manage an AI-powered system. She may prefer the old way of working. You cannot force someone to want a seat.

Does she have the Capacity? This refers to her mental, emotional, and physical capability to learn and master these new tools.

If she fails any part of GWC for the redesigned seat, you have a Right Person Right Seat issue. You cannot compromise your operational efficiency to accommodate her resistance.

If she shares your core values, look for another seat on the Accountability Chart where her skills are a fit. If no such seat exists, you must find someone who fully GWCs the new, modern customer service seat to help you prepare for a clean exit.