Do you need AI automation?

No. Or… not yet? My business is small and I don’t really need automations, but I still use them. Not because I can’t handle the work, but to avoid human mistakes like a deleted email or a forgotten booking. My booking tool already works well with my calendar, and a small automation keeps track of my leads, so I can learn from them without copying information from one place to another. That gives me more time for the things that matter, like consultations or testing new tools, which in the end help my customers.

In a bigger business things like this can happen quite often. I’ve been waiting two weeks for a big car parts company to tell me if a part is available and when my car can come in for a service check. That could easily be automated, and it would keep me happier and at peace. An automation won’t just save you time. It makes you more reliable and faster than other businesses that offer similar services.

What is the difference between AI and automation?

You probably already use automations, like a booking confirmation email or a payment reminder. AI runs basically the same way, but it steps in where a decision has to be made.

Automation is great for the things you do by hand, like copying customer data into a table, creating a proposal or sending a request to the right person. With AI, an automation can do more. Is this email a lead, an advert or just a question? AI can also draft a reply, summarise a long document or read the amounts on an invoice.

Should I replace my staff with AI automation?

No. AI and automation are great for predictable stuff. It’s the same as developing software. In my experience, we can predict about 90% of what might happen and how people will use an application, but the last 10% is usually something you didn’t expect. It’s the same with your customers. Most of their questions are predictable, but the last 10% is where they need a person.

A good example lately is big companies using AI chatbots. They can help with almost everything, except that little 10% that is unique to your problem. Your order went to the wrong address, and the chatbot keeps sending you the tracking link. And how hard is it to even get a person on the phone these days?

So keep people on the phone calls, the unhappy customers and the judgement calls. I still believe a phone call or meeting in person is what will set you apart.

Is it worth the money?

Usually yes, when a task takes more than 2 hours a week. Count how often it happens, how long it takes and what an hour of your team costs.

Then ask what it costs to build and run, and compare.

Will AI fix a chaotic process?

No. If your processes are chaotic, AI and automation will make them even more chaotic. These are the most common signs.

• Everyone does it their own way. That’s fine for people, but an automation needs one way.
• The information lives in someone’s head or on paper, not in a tool.
• Almost every case is a “special” one.

So before you decide on automation, this might help.

• Write down the steps you take every day.
• Check what the tools you already pay for can do. Many have reminders or rules built in that nobody switched on.
• Start small, and let your automations grow with your needs.

Sometimes the best advice is not to automate yet, but to fix the steps first.

Common questions