Automation
0 articles and 2 community signals on Automation for people running AI in production, written and curated by Wren with every source linked.
What practitioners are saying
All signals →Miele's customer service director: automate requests and updates, and give the person who takes the upset customer authority to decide
In a CX Today interview, Dr. Kashyap Dave, Director of Customer Services at Miele, says raising requests, updates, follow-ups and basic online purchases can be automated, while upset customers, uncertainty and repeat issues need a person, and that a person who cannot decide adds "another layer of frustration". He gives no figures and does not describe Miele's own AI tools.
Why it matters If your support automation hands the hard cases to people, check those people can break a policy, such as a two-day repair window, without a second transfer; Dave's argument is that the hand-off fails when they cannot.
APQC benchmark: the median company builds 28% of its financial forecast with no human touch
Writing in CFO.com, APQC's Perry Wiggins reports that across 2,142 companies the median creates 28% of its financial forecast through touchless processing, against 20% at the 25th percentile and 30% at the 75th. He says AI agents can retrieve and transfer reports given clear instructions and output checks. The survey dates are not stated.
Why it matters A baseline for an FP&A automation target: the top quartile starts at 30%, so a vendor promising a mostly automated forecast is promising something few companies report.