Choose the right AI boundary by separating routine task execution from human judgment and relationship work.
A renewal-risk workflow is about to move from AI draft to customer-facing action. The AI pilot can draft renewal-risk emails for every red account. What is the strongest redesign move? Let AI send the emails automatically once the account is red. This treats a relationship task as a routine dispatch task. It violates the augment-vs-automate test because tone, timing, and accountability still need human judgment. Use AI to prepare risk briefs and draft options, then have the CSM choose the next move. Strong. AI accelerates detection and drafting, while the human owns the customer judgment and relationship risk. Stop the…
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