We are upgrading our customer service representative seat to require managing our automated AI customer portal. How do we use the GWC framework to evaluate if our legacy customer service team actually wants and can handle this new responsibility?

Question

Tyler Smith · Accepted Answer

When you automate processes, the seats on your Accountability Chart must evolve. To see if your current team fits these upgraded seats, you must evaluate them using the GWC framework: Get It, Want It, and Capacity.

First, look at Get It. Do your team members truly understand the systems side of the new AI customer portal? They do not need to write code, but they must understand how the tool behaves, when it escalates issues to humans, and how to spot errors. If they cannot grasp the operational flow, they do not Get It.

Second, look at Want It. Do they genuinely want to manage a technology-first portal, or do they prefer the old way of manual email support? If a team member feels threatened by the AI or dislikes troubleshooting software, they do not Want It. You cannot motivate someone to want a seat.

Third, look at Capacity. Do they have the conative and cognitive capacity to handle the new workload? Managing an AI portal requires fast decision-making and comfort with technical systems. If they lack this capacity, you must transition them to a different seat or find new talent.