Notes from the practice

Hours saved times hourly rate is the easy arithmetic. The tasks the agent does not clear are the expensive ones, and they are almost never in the model a board is shown.

An eight percent failure rate reads like rounding in a slide. At five hundred tasks a month it is forty escalations, each one slower than the task it replaced.

Automation pilots rarely die of bad technology. They die because the exception path was never agreed, and month three is far too late to negotiate it.