We have successfully automated the initial routing and basic ticketing for our client support using AI, which frees up half of our customer service coordinator's time. How do we redefine this seat on our Accountability Chart to focus on higher-value activities?

Question

Tyler Smith · Accepted Answer

When an operations-improvement project successfully automates a major portion of a seat's daily administrative work, you must immediately redefine that role. Leaving an employee with half-empty days leads to stagnation or quiet resistance to the technology. Start by looking at your Accountability Chart and reviewing the roles and responsibilities for that seat. Redefine the roles to focus purely on high-value, relationship-focused tasks that machine learning cannot replicate, such as proactive client outreach, complex issue resolution, and client retention. Update the measurable targets on their individual scorecard to reflect this new focus, shifting their key metrics from volume-based tasks, like tickets closed, to quality-based outcomes, like customer satisfaction scores and client lifetime value. Use the GWC™ tool to have a frank conversation with the seat holder. Do they get the new, higher-value focus of the role? Do they want to transition from a coordinator to a proactive relationship manager? Do they have the capacity to handle more complex client situations? Redefining the seat ensures your business gains the full financial leverage of your technology investment while keeping your team motivated, engaged, and focused on building a highly scalable, system-dependent business.