Since we started implementing AI automations, our long-time customer service lead has become highly stressed and her performance is slipping. How do we use the Kolbe concept of conative stress to diagnose and fix this issue?

Question

Tyler Smith · Accepted Answer

When a high-performing employee suddenly struggles during an operational change, the root cause is often conative stress. This happens when the natural way they instinctively get things done is in direct conflict with the daily demands of their changing role.

To diagnose this, compare their Kolbe A™ Index results with the new expectations of their seat. For example, if your customer service lead has a strong instinct to study data and research historical precedence, they are a high Fact Finder. If their job used to allow them to carefully resolve complex issues but now requires them to quickly audit and approve hundreds of AI-generated customer responses daily, they are being forced to operate in a Quick Start mode. This constant pressure to make fast, instinctual decisions without deep analysis causes severe conative stress.

To resolve this issue, you must realign their role with their natural strengths:
- Adjust the workflow so they are not forced to work against their natural instincts.
- Allow them to focus on high-complexity cases that require deep research and human empathy.
- Have a team member with a higher Quick Start score handle the rapid triaging of the AI system.

By restructuring the seat to match their natural Modus Operandi, you will eliminate the conative stress, protect your valuable team member from burnout, and ensure your customer service department runs smoothly.