Our current Head of Account Management is struggling with the capacity requirement of her seat due to our high volume of client accounts. Instead of hiring an assistant, can we officially change the capacity definition of her seat to include managing AI-driven customer service bots?

Question

Tyler Smith · Accepted Answer

Yes, but you must be careful how you structure this on the Accountability Chart. Capacity is one of the three critical checks in GWC. If a leader has the core values, wants the seat, and understands the seat, but simply lacks the hours in the week to get the job done, you have a capacity issue.

Leveraging AI tools is an excellent way to solve a capacity problem without adding to your overhead costs, but you cannot simply tell her to use AI and hope for the best. You must update her seat on the Accountability Chart to reflect this new operational reality.

Add a specific role to her seat description, such as Managing AI-Driven Client Communication Systems. This makes her directly accountable for the output, quality, and training of those automated tools. She is still responsible for the customer experience, but her method of delivery has shifted from manual execution to system management.

Before you finalize this change, run the GWC check again. Does she truly understand how to manage and optimize these AI systems? Does she want to spend her time reviewing bot performance and adjusting prompts, or does she only want to talk directly to clients? If she does not GWC this updated, technology-enabled seat, she is no longer in the Right Seat, and you must find a successor who can leverage these tools to scale your operations.