How do we decide which operational tasks should be automated by AI and which must remain strictly human to protect our company culture and client experience?

Question

Tyler Smith · Accepted Answer

The line between human and machine is defined by conation, which is the instinctive way people take action. While AI is excellent at processing data, human energy is required for creative problem solving, building trust, and executing when there is no precedent.

To map this out on your Accountability Chart, look at the Kolbe cognitive, affective, and conative framework. AI handles cognitive tasks, meaning information retrieval, synthesis, and analysis. It acts as an instant Fact Finder or Follow Thru system for your team. But AI lacks affective drive, which is the emotional connection, and conative instinct, which is the physical drive to execute, build, and innovate. Anything requiring empathy, deep relationship building, or high stakes negotiation must stay human.

For example, resolving an upset client issue or conducting performance reviews must remain human. Use AI to speed up research and draft initial outlines, but keep your people in charge of final decisions and relationship management. This ensures your team members are operating in their unique ability while using technology strictly as a leverage tool to scale operations.