We are rolling out several AI-driven automation tools across our customer service department, but I am struggling to understand how this changes our human team members' responsibilities. How do we use the GWC tool to evaluate if our existing employees are actually equipped to manage these new AI-powered workflows?

Question

Tyler Smith · Accepted Answer

When you automate workflows, the human responsibilities on your Accountability Chart do not disappear; they evolve. You must use the GWC tool to ensure your people can handle this transition.

Start by updating the roles and responsibilities on your Accountability Chart for the affected seats. Instead of raw task execution, these seats will now focus on managing, auditing, and optimizing the AI tools.

Now, evaluate your team members against these updated expectations. First, do they Get It? This means they truly understand the operational goals of the AI tool, why it is being used, and how to spot errors in its output.

Second, do they Want It? They must genuinely desire to work alongside technology and run these optimized workflows rather than longing for the old manual processes.

Finally, do they have the Capacity to do it? This means they have the mental capacity and time to learn the new tools, monitor their performance, and handle the higher-level strategic work that the automation has freed up for them.

If a team member does not pass the GWC test for their updated seat, you must address the issue. You may need to provide additional training, or reposition them to a seat that better fits their natural strengths.